Director, Global Premier Support
Leads a global Premier Support organization, hiring and developing Designated Support Engineers while improving support operations and customer outcomes. Requires 15+ years of industry experience, substantial management and technical support leadership experience, and a computer science or related bachelor’s degree.
About the job
Responsibilities
- Hire, onboard, mentor, and develop a high-performing team of Designated Support Engineers.
- Identify and operationalize process improvements to meet or exceed team performance KPIs and deliver exceptional support experiences.
- Partner with field, engineering, support, and other cross-functional stakeholders to provide a seamless post-sales experience and advocate for customer needs.
- Contribute to support program enhancements and offerings tailored to evolving customer needs.
- Coordinate across customers, account teams, and regional go-to-market leadership to resolve technical blockers and drive customer satisfaction.
- Conduct internal and external Support Experience QBRs.
Requirements
- 15+ years of industry experience, including at least 6+ years of management experience.
- Experience hiring and scaling high-performing support or field teams and developing team members into larger roles.
- Experience working with strategic customers and managing competing priorities.
- 5+ years of technical support or field leadership experience managing global technical teams.
- Experience partnering cross-functionally with Sales, Field Engineering, Product Management, and Engineering.
- Experience influencing senior executives and senior customer leaders.
- Willingness to travel occasionally to team locations.
- Bachelor's degree in Computer Science or a related field.
Preferred Qualifications
- 5+ years of technical experience with Python, Java, or Scala application development; SQL databases; Linux/Unix systems; or cloud platforms such as AWS, Azure, or Google Cloud.
- Master's degree preferred.
Skills
Python, Java, Scala, SQL, Linux, Unix, AWS, Azure, GCP, Technical Support, Team Leadership
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