onsite
Director - Technical Support - Jobgether
Software Engineer
Lead and scale a high‑performance technical support organization across EMEA, delivering world‑class, mission‑critical service to enterprise customers using ITIL best practices, ServiceNow, and cloud platforms.
About the role
Key Responsibilities
- Build and grow a regional technical support team, hiring, coaching, and retaining top talent.
- Design and implement scalable support processes, leveraging ITIL frameworks and ServiceNow for incident, problem, and change management.
- Drive continuous improvement initiatives to enhance service quality, reduce MTTR, and increase customer satisfaction scores.
- Collaborate with product, engineering, and customer success teams to resolve complex, mission‑critical issues and provide proactive support.
- Develop and maintain key performance metrics, dashboards, and reporting to inform executive leadership.
Requirements
- 10+ years of experience in technical support or customer success, with 5+ years in a leadership role.
- Deep knowledge of ITIL, incident and problem management, and ServiceNow or similar platforms.
- Strong background in cloud technologies (AWS, Azure) and enterprise application support.
- Excellent communication, stakeholder management, and cross‑functional collaboration skills.
- Proven track record of building high‑performing teams and driving process improvements in a global environment.
Skills
itilservicenowprocess improvement