Job Description
Hungry, Humble, Honest, with Heart.
The Opportunity
The Director of Global Designated Support will own the end-to-end strategic direction and delivery for our most prestigious clientele. This leader acts as a critical bridge between technical excellence and business value, transforming support from a service into a partnership.
Your primary focus is to move the organization toward a proactive, preventative posture; while navigating high-profile escalations with composure. You will scale a global team of Designated Support Engineers (DSEs) to deliver unmatched customer confidence by mastering the nuances of unique client environments. By providing practical expertise and accelerated resolution, you will ensure our DSEs act as true partners who anticipate risks before they impact the business, ultimately driving deep environmental intimacy and long-term customer loyalty.
About the Team
We are seeking a high-caliber leader to spearhead our Global Designated Support organization. As the architect of our long-term strategic roadmap, you will define the vision and lead the end-to-end transformation of our technical support operations. This team serves as the technical backbone for our most strategic, high-profile customers; your mission is to evolve this global function from a reactive model into a proactive, strategy-led growth engine that drives customer lifetime value
Your Role
Leadership and Strategy
- Build, lead and manage a global team of Designated Support Engineers, focusing on delivering best-in-class customer support for Global Strategic customers.
- Develop and implement long-term technical support strategies that align with the company’s product roadmap and business objectives.
- Collaborate with senior leadership to set key performance indicators (KPIs) and ensure team performance is aligned with overall company goals.
- Drive strategic alignment between Personalized Support, Product Engineering, and Customer Success to create a continuous feedback loop that informs product roadmaps and reduces systemic friction for top-tier clients.
Escalation Management & Cross-Functional Collaboration
- Lead and orchestrate high-profile, mission-critical customer escalations, ensuring swift resolution and clear executive communication.
- Maintain daily collaboration with Engineering leadership and top-tier account teams to bridge the gap between customer needs and product development.
- Act as the ultimate internal and external advocate for the customer during technical crises.
- Work closely with engineering teams to drive process improvements, root cause analysis, and feedback loops from support to engineering for continuous improvement.
Strategic Scaling & Operations
- Architect and execute a multi-year global scaling strategy that aligns organizational capacity with regional market demands, ensuring a consistent, world-class service standard across all territories.
- Conceptualize and institutionalize high-touch support models and engagement frameworks that differentiate our premium offering and maximize customer lifetime value (CLV).
- Spearhead the digital transformation by leveraging AI-driven intelligence and predictive analytics to shift the organization from a traditional "break-fix" support model to a preventative service.
- Define and lead a high-impact KPI framework that pivots organizational success metrics from operational volume to strategic health; prioritizing technical debt, risk mitigation, and proactive environmental optimization.
Technical Understanding & Mentorship
- Develop a strong grasp of our core SaaS technologies to understand exactly how customers utilize our platforms in their business operations.
- Provide direct mentorship to first-year and senior managers within the global support structure.
- Foster a culture of excellence where engineers are empowered to act as 'Knowledge Domain Owners.'
What You Will Bring
- Bachelors’ degree in Computer Science, Engineering, Information Technology, or a related field. A Master’s degree is preferred.
- 15+ years in high-tech service delivery, with at least 5 -7 years leading teams, including leader of leaders.
- Global leadership and cross-functional leadership experience is required.
- Building and scaling global service teams
- Exceptional ability to handle high-pressure escalations for strategic accounts, maintaining calm and leading cross-functional teams to resolution.
- Demonstrated experience managing and scaling global teams with multiple layers of reporting.
- Ability to quickly learn and synthesize the business impact of core SaaS technologies without needing to be a deep technical practitioner.
- Exceptional ability to navigate complex organizational dynamics and influence senior internal and external stakeholders.
Preferred Skills
- Proven ability to manage complex technical issues and work cross-functionally with engineering and operations teams.
- Strong strategic thinking, problem-solving skills, and a track record of process improvement and team development.
- Excellent communication skills with the ability to interface with customers, stakeholders, and senior leadership.
- Experience implementing AI and automation tools in a support or operational context.
"We aren't just fixing problems; we are building relationships and the technical foundation for our customers' success."
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.
The pay range for this position at commencement of employment is expected to be between USD $ 200,800 and USD $ 402,000 per year.
However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.
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