Director, Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Support in Ireland.

This is an exciting opportunity for an experienced customer support leader to drive operational excellence within a fast-paced and innovative cybersecurity environment. In this role, you will oversee high-performing global support teams, ensuring exceptional customer experiences across complex technical environments. You will play a strategic and hands-on role in scaling support operations, optimizing processes, and improving service delivery for enterprise customers worldwide. Working cross-functionally with engineering, product, sales, and customer success teams, you will help shape support strategies that enhance customer satisfaction, retention, and operational efficiency. This position is ideal for a proactive leader who thrives in dynamic environments, values collaboration, and is passionate about building world-class customer support organizations.

• Lead and manage global customer support operations, ensuring high-quality service delivery and exceptional customer satisfaction across enterprise accounts.
• Oversee and mentor a team of Support Engineers, fostering a customer-first culture focused on collaboration, accountability, and continuous improvement.
• Define, implement, and optimize support processes, SLAs, escalation management procedures, and operational best practices.
• Drive strategic initiatives to improve customer experience, team scalability, productivity, and service efficiency.
• Collaborate closely with engineering, product management, customer success, and executive stakeholders to address customer needs and improve support outcomes.
• Monitor key support metrics including CSAT, ticket resolution, response times, and operational KPIs, taking action to improve performance where necessary.
• Manage critical customer escalations end-to-end, ensuring timely resolution and clear communication throughout the process.
• Support the development of scalable tooling, self-service resources, training programs, and operational frameworks to enhance global support capabilities.

Requirements:

• 10+ years of experience leading global technical support teams within B2B software, cybersecurity, SaaS, or technology-driven organizations.
• Strong technical background in areas such as Linux, networking, cloud technologies, security, or related infrastructure environments.
• Proven experience developing and enforcing support processes, operational standards, and service level objectives in enterprise support organizations.
• Demonstrated ability to scale and mentor high-performing technical support teams in fast-growing international environments.
• Experience managing customer escalations, support analytics, reporting, and operational KPIs using platforms such as Salesforce Service Cloud.
• Strong leadership, communication, and stakeholder management skills, with the ability to collaborate effectively across technical and business teams.
• Strategic mindset combined with hands-on operational expertise and a passion for delivering outstanding customer experiences.
• Ability to thrive in dynamic, fast-paced environments while maintaining strong organizational and problem-solving capabilities.

Benefits:

• Competitive compensation package including base salary, incentive plans, and employee equity participation.
• Comprehensive healthcare and life insurance coverage.
• Retirement savings plan options.
• Behavioral, emotional, and wellness support programs.
• Generous paid time off and flexible work arrangements.
• Employee recognition and professional development programs.
• Hybrid work flexibility with remote work options based on team and manager alignment.
• Opportunity to work within a collaborative, innovative, and globally recognized technology environment.