remote
Director of Technical Support EMEA - EDB
Software Engineer
Lead the EMEA Technical Support organization, driving high‑impact support for PostgreSQL‑based data and AI solutions across multi‑cloud environments while ensuring customer satisfaction and operational excellence.
About the role
Key Responsibilities
- Define and execute the support strategy for EMEA, aligning resources with product roadmaps and customer needs.
- Oversee incident response, root‑cause analysis, and escalation processes for PostgreSQL and cloud‑native workloads.
- Build and mentor a high‑performing, geographically distributed support team, fostering technical depth and customer‑centric culture.
- Collaborate with engineering, product, and sales to translate customer feedback into product improvements and service offerings.
- Implement metrics, reporting, and continuous‑improvement programs to enhance service levels and reduce mean time to resolution.
Requirements
- 10+ years of technical support or services experience, with at least 5 years in a leadership role supporting database or data‑platform products.
- Deep expertise in PostgreSQL, Linux system administration, and major cloud platforms (AWS, Azure, GCP).
- Proven ability to manage complex incidents, drive root‑cause analysis, and implement process improvements.
- Strong communication and stakeholder‑management skills, capable of influencing cross‑functional teams and senior executives.
- Hands‑on scripting/programming experience (Python, Bash) for automation and troubleshooting.