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.

Accountabilities:

• 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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1