Director, Technical Support - Automation Anywhere

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Position Summary

The Director, Technical Support is a strategic leadership role responsible for driving world-class customer support delivery for enterprise customers. This leader will oversee technical support operations for the India & EMEA regions, ensuring exceptional customer experiences, operational excellence, workforce effectiveness, and business outcomes.

The role requires a seasoned leader with 15–20 years of experience in enterprise technical support, customer success, service delivery, or operations management. The Director will be accountable for building a high-performance culture, leading organizational transformation, driving engineering collaboration, improving supportability, and ensuring customer-centric support experiences.

This individual will lead multiple support management teams, develop talent, influence cross-functional stakeholders, and execute strategies that improve customer satisfaction, reduce resolution times, increase operational efficiency, and enhance product quality.

Key Responsibilities

1. Support Delivery Management

Lead end-to-end technical support operations for enterprise customers across multiple products, technologies, and geographies.

Ensure delivery of high-quality, timely, and customer-centric support experiences.

Drive performance against key operational metrics including:

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Service Level Agreements (SLAs)

Response and Resolution Times

Escalation Management

Backlog Health

Engineer Productivity

Establish governance mechanisms to ensure operational consistency and scalability.

Lead critical customer situations, executive escalations, and major incident management activities.

Drive proactive support strategies focused on preventing customer-impacting issues.

Optimize resource planning, workforce management, and capacity forecasting.

2. Customer Focus & Executive Relationship Management

Champion a customer-first culture across the support organization.

Act as an executive sponsor for strategic and high-value customer accounts.

Build trusted relationships with customer executives and key stakeholders.

Drive initiatives that improve customer outcomes, retention, and loyalty.