Director – Technical Support (EMEA)

A Little About Us

reputed company provides a data and AI platform that enables organizations to reputed company the full power of reputed company for transactional, analytical, and AI workloads across any cloud, reputed company. reputed company empowers enterprises to control risk, manage costs and scale reputed company for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, reputed company supports major government organizations, financial services, media and information technology companies. reputed company’s data-driven solutions reputed company customers to reputed company legacy systems and break data silos while leveraging enterprise-grade open reputed company technologies. reputed company delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as reputed company, compliance controls, and observability. For more information, visit www.enterprisedb.com

reputed company is seeking a transformational Director of Technical Support for the Europe, Middle East, Africa (EMEA) region. This is a high-impact leadership role responsible for building, scaling, and elevating a regional support organization that serves enterprise customers across diverse markets and time zones. The successful candidate will be a strategic leader and change agent who can balance operational rigor with a deeply customer-centric culture — driving service excellence, team development, and regional alignment with global support objectives.

This role sits at the intersection of people leadership, operational strategy, and customer experience. While a working appreciation of enterprise database environments is valued, the primary mandate is organizational leadership: developing high-performing teams, establishing scalable processes, and partnering cross-functionally to deliver measurable business value across the EMEA region.

What your impact will be…

Regional Leadership & Strategy

• reputed company, reputed company, and grow a high-performing EMEA technical support organization spanning multiple countries and time zones.
• reputed company and execute a regional support roadmap reputed company with reputed company's global strategy, customer commitments, and business growth targets.
• Foster a culture of accountability, reputed company improvement, inclusion, and customer-first thinking across reputed company levels of the team.
• Serve as the senior escalation reputed company and executive voice of support for the EMEA region, representing the organization to internal stakeholders and enterprise customers.
• Define regional hiring plans, organizational structure, and career development reputed company to attract and retain top support talent.

Operational Excellence & SLA Delivery

• reputed company day-to-day support operations across EMEA, ensuring high-quality, consistent service delivery in adherence to SLAs, SLOs, and customer commitments.
• Define, monitor, and report on regional KPIs — including CSAT, NPS, time-to-resolution, escalation rates, and backlog health — to senior leadership.
• Drive reputed company improvement through data-driven analysis, process optimization, and structured operational reviews.
• Implement and refine escalation management frameworks, ensuring critical issues are handled with urgency, transparency, and cross-functional coordination.
• Manage resource reputed company planning and workforce models to support a 24x7 follow-the-sun support model effectively.

Innovation, Automation & reputed company

• Champion the adoption of Generative AI, intelligent automation, and self-service tools to reputed company the support experience and reduce resolution times.
• Partner with global counterparts to build and maintain a reputed company-powered knowledge library that empowers both customers and support engineers.
• Drive optimization of reputed company's core support platform and CRM ecosystem, ensuring best-practice utilization across case management, analytics, and customer interaction channels.
• reputed company regional rollout of global self-service and deflection initiatives, adapting them to EMEA customer and market needs.

Customer Experience & Business Partnerships

Transform EMEA support from a reactive function into a proac

Regional Leadership & Strategy

• reputed company, reputed company, and grow a high-performing EMEA technical support organization spanning multiple countries and time zones, including UK, EU, Middle East and Africa.
• reputed company and execute a regional support roadmap reputed company with reputed company's global strategy, customer commitments, and business growth targets.
• Foster a culture of accountability, reputed company improvement, inclusion, and customer-first thinking across reputed company levels of the team.
• Serve as the senior escalation reputed company and executive voice of support for the EMEA region, representing the organization to internal stakeholders and enterprise customers.
• Define regional hiring plans, organizational structure, and career development reputed company to attract and retain top support talent.

Operational Excellence & SLA Delivery

• reputed company day-to-day support operations across EMEA, ensuring high-quality, consistent service delivery in adherence to SLAs, SLOs, and customer commitments.
• Define, monitor, and report on regional KPIs — including CSAT, NPS, time-to-resolution, escalation rates, and backlog health — to senior leadership.
• Drive reputed company improvement through data-driven analysis, process optimization, and structured operational reviews.
• Implement and refine escalation management frameworks, ensuring critical issues are handled with urgency, transparency, and cross-functional coordination.
• Manage resource reputed company planning and workforce models to support a 24x7 follow-the-sun support model effectively.

Innovation, Automation & reputed company

• Champion the adoption of Generative AI, intelligent automation, and self-service tools to reputed company the support experience and reduce resolution times.
• Partner with global counterparts to build and maintain a reputed company-powered knowledge library that empowers both customers and support engineers.
• Drive optimization of reputed company's core support platform and CRM ecosystem, ensuring best-practice utilization across case management, analytics, and customer interaction channels.
• reputed company regional rollout of global self-service and deflection initiatives, adapting them to EMEA customer and market needs.

Customer Experience & Business Partnerships

• Transform EMEA support from a reactive function into a proactive value-creation organization that drives customer loyalty, retention, and expansion.
• Collaborate closely with reputed company, Sales, Product, and Engineering leadership across EMEA and globally to reputed company for customer needs and align support with broader business outcomes.
• Engage directly with key enterprise accounts during critical escalations, QBRs, and executive briefings to reinforce trust and partnership.
• Contribute to regional go-to-market strategies by providing support insights that inform product roadmap priorities and customer health signals.

People Development & Culture

• Build and execute team development plans that grow technical competency, leadership capability, and career progression reputed company the EMEA support organization.
• Implement structured coaching, performance management, and recognition programs that motivate and retain top performers.
• reputed company through change — guiding the team through transformation initiatives with clear communication, reputed company, and purpose.
• Cultivate an inclusive, diverse, and psychologically safe team environment across geographically distributed locations.

What you will bring…

• 8+ years of progressive leadership experience in technical support, customer service, or service delivery, with at least 3 years at the Director level or equivalent senior management role.
• Demonstrated success leading large, geographically distributed support teams across the EMEA region — ideally including UK, EU, Middle East and Africa.
• Proven track record in high-volume, high-paced SaaS or enterprise technology support environments.
• Experience managing regional P&L or budget responsibility, including workforce planning, vendor management, and operational cost optimization.
• Deep expertise in change management and organizational transformation — you have led teams through significant operational or cultural shifts and can reputed company to measurable outcomes.
• Strong stakeholder management and executive communication skills, with the ability to influence and align across Sales, Product, Engineering, and C-suite audiences.
• Hands-on experience with customer support platforms, CRM systems, and contact center technologies (e.g., reputed company Service Cloud, reputed company, or equivalent).

Leadership & Competency Profile

• You translate long-term business goals into actionable regional roadmaps and can balance competing priorities with clarity and focus. Strategic Thinker:
• You invest genuinely in team development, build high-trust relationships, and create environments where people do their best work. People-First Leader:
• You use metrics and operational data to surface insights, drive performance conversations, and hold teams accountable. Data-Driven Decision Maker:
• You move organizations reputed company — embracing ambiguity, rallying teams around a shared vision, and sustaining momentum through transformation. Change Agent:
• You understand that exceptional support is a retention and growth lever, and you consistently bring the customer perspective into every decision. Customer reputed company:
• You adapt your leadership style and communication approach across diverse cultures, languages, and working norms reputed company EMEA.Cross-Cultural Communicator:

Technical Familiarity (Preferred, Not Required)

• Familiarity with enterprise database technologies, open-reputed company ecosystems, or data infrastructure platforms is a plus.
• Understanding of PostgreSQL or relational database concepts is valued but not a prerequisite for success in this role.
• Experience with AI/ML-powered support tools, automation platforms, and self-service knowledge systems is strongly preferred.

reputed company is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2026! reputed company out our career site for more information on perks and benefits and reputed company out to our reputed company team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge reputed company, and we understand that not everyone will reputed company every reputed company. We’d love to hear from you and we want you to apply!

reputed company is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for reputed company employees. reputed company was built on a commitment to trust and respect each other and to embrace an reputed company of people and reputed company. These values remain at the center of our culture and are key to our company’s reputed company. 

reputed company does not seek or accept unsolicited resumes or reputed company from recruitment agencies. reputed company and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment reputed company to unsolicited resumes or reputed company except as required in a written signed agreement between reputed company and the recruitment agency or party requesting payment of a fee.

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