Director - Technical Support

Role overview

This opportunity is being shared on behalf of a partner organization, which will handle applications and the next stages of the hiring process. The hiring company is seeking an Ireland-based Director of Technical Support to lead and grow a regional support function across EMEA.

This is a senior leadership position with broad influence over customer experience, service quality, and operational performance. The role is centered on building a scalable, high-performing technical support organization for enterprise customers operating in complex, business-critical environments. It combines strategic planning with hands-on team development, and places a strong emphasis on modernization through automation, AI, and analytics.

You will work in a global, fast-changing technology setting and collaborate with teams across Product, Engineering, Sales, and Customer Success to improve outcomes for customers and create long-term business value.

Key responsibilities

• Guide and expand a distributed technical support team across EMEA, setting direction, strengthening leadership, and ensuring alignment with global service goals while promoting accountability, inclusion, and customer focus.
• Build and deliver the regional support strategy, including team structure, hiring roadmap, and workforce planning to support sustainable growth across multiple time zones.
• Manage day-to-day support performance, with responsibility for SLA and SLO compliance and for tracking metrics such as CSAT, NPS, resolution speed, backlog status, and escalation volume.
• Improve operations through process refinement, ongoing optimization initiatives, and governance backed by performance data and analytics.
• Own major escalations and act as the senior contact for critical customer issues, ensuring prompt resolution and clear communication with internal and external stakeholders.
• Introduce AI-enabled tools, automation, and self-service solutions that raise efficiency and improve the customer experience.
• Work closely with Product, Engineering, Sales, and Customer Success to keep support operations aligned with wider business priorities and customer needs.

Requirements

• At least 8 years of progressive experience in technical support, customer service, or service delivery, with a minimum of 3 years in a senior leadership or Director-level role in a global or regional setting.
• Proven ability to lead large, distributed support teams across multiple regions, preferably in EMEA and across varied cultural and operational environments.
• Strong experience in enterprise technology or SaaS support, especially in high-volume and mission-critical settings.
• Background in operational leadership, including budgeting, workforce planning, and cost control.
• Track record of driving organizational transformation and change initiatives that deliver measurable business results.
• Strong executive-level communication and stakeholder management skills, with the ability to influence senior and cross-functional leaders.
• Working knowledge of support and CRM platforms such as Salesforce Service Cloud, Zendesk, or similar systems.
• Well-developed leadership skills, including strategic thinking, data-led decision-making, and a customer-first approach.
• Preferred: experience with AI-powered support tools, automation platforms, and enterprise data or database technologies.

Benefits

• Competitive compensation package for a senior leadership role, aligned with experience and regional market standards.
• Flexible work setup, with remote-first or hybrid arrangements available depending on location.
• The chance to lead a high-visibility international organization with major strategic impact.
• Access to modern AI-based tools and next-generation support technology.
• Strong emphasis on learning, leadership growth, and long-term career advancement.
• An inclusive, diverse, and collaborative global workplace.
• Wellness-focused initiatives designed to support balance and employee wellbeing.

Additional information

This role is managed through a matching and review process supported by AI tools. Applications are screened against the role’s main requirements, and a shortlist of top-fit candidates is then passed to the hiring company for interviews and assessments. Final hiring decisions are made by the employer’s internal team.

By applying, candidates consent to the processing of personal data for recruitment purposes and sharing relevant application details with the employer, in line with applicable data protection laws including GDPR. Applicants may request access, correction, deletion, or objection regarding their data at any time.

AI tools may also be used to assist with application review, resume analysis, response assessment, and verification-related checks. These tools support the recruitment process but do not replace human judgment.