Discreet Company

Compensation

Full Description

We are seeking an exceptional Global Director, Technical Support to lead a customer-centric organization focused on delivering excellence across the post-sales journey. This role oversees global support operations, technical key account management and strategic alignment with product and services teams to ensure every customer experience is a trusted partnership with rapid resolution and measurable value. Responsibilities • Oversee the full spectrum of post-sales technical engagement—from case management and escalations to proactive technical account management—ensuring consistent, high-quality experiences across all regions and customer segments. • Recruit, coach, and develop a distributed team of support engineers and TKAs. Foster a culture of accountability, empathy, and technical excellence, enabling team members to deliver outstanding customer outcomes. • Establish clear processes and success metrics. Use data and analytics to identify bottlenecks, optimize workflows, and enhance responsiveness and predictability across the customer lifecycle. • Serve as a senior escalation point for critical issues while ensuring feedback from key accounts drives continuous product and process improvement. Build strong cross-functional partnerships with Engineering, Product, and Professional Services to align on customer priorities and product evolution. • Promote knowledge sharing, documentation excellence, and self-service capabilities for customers and internal teams. Partner closely with enablement and customer success teams to reinforce a seamless post-sales experience. • Lead the global TKA function to ensure proactive engagement, technical alignment, and retention of key enterprise customers. Enable TKAs to act as trusted advisors, bridging technical insight with business impact. • Integrate intelligent workflows, predictive insights, and automation tools to enhance operational efficiency and elevate customer satisfaction—balancing innovation with a human-first support experience. Requirements: • 10+ years of progressive experience in enterprise software customer support, including at least 5 years leading global, multi-regional teams. • Demonstrated success managing and developing high-performing, geographically distributed teams of 10–14 support and technical account professionals across diverse time zones and customer segments. • Deep expertise in modern support operations, post-sales strategy, and customer advocacy, with a track record of driving process optimization, automation, and measurable service improvements. • Solid understanding of application security, SDLC, and DevOps ecosystems, including CI/CD pipelines, ticketing systems, monitoring tools, and cloud-native environments. Technical degree (Computer Science or related field) preferred. • Outstanding ability to influence and partner effectively with global stakeholders across Engineering, Product, Professional Services, and Customer Success teams. • Skilled in diagnosing complex technical and organizational challenges, applying data-driven insights to prioritize actions and guide teams toward resolution. • Unwavering commitment to customer satisfaction, quality, and continuous improvement—balancing technical excellence with empathy, transparency, and accountability. Preferred Qualifications: • Experience supporting or managing AI-driven or developer-centric platforms. • Familiarity with application security, code analysis, or cloud-native ecosystems. • Proven ability to leverage automation and AI insights to scale global support operations. • Background in post-sales or customer success leadership, with a focus on enterprise customer retention and technical enablement.