remote
Director - Technical Support EMEA - EDB
Software Engineer
Lead a global technical support team for a data and AI platform, driving excellence in Postgres-based solutions across transactional, analytical, and AI workloads on any cloud.
About the role
Key Responsibilities
- Oversee and mentor a distributed technical support team across EMEA, ensuring high-quality, timely resolution of complex customer issues.
- Collaborate with product, engineering, and sales to define support processes, knowledge base content, and escalation workflows.
- Analyze support metrics, identify trends, and implement continuous improvement initiatives to enhance customer satisfaction and reduce MTTR.
- Represent the support organization in executive meetings, providing insights on customer pain points and product improvement opportunities.
- Drive adoption of best practices in troubleshooting PostgreSQL, AI workloads, and multi‑cloud deployments.
Requirements
- 10+ years of experience in technical support or customer success, with at least 5 years in a leadership role.
- Proven track record of building scalable support operations and improving customer metrics.
- Excellent communication, analytical, and problem‑solving skills.
- Fluency in English; additional EMEA language skills are a plus.