Director - Technical Support (EMEA)

TL;DR

Director - Technical Support (EMEA): Leading and scaling a regional support organization for enterprise database and AI solutions with an accent on operational excellence, team development, and regional alignment. Focus on driving service excellence, implementing AI-powered support automation, and transforming support into a proactive value-creation function.

Location: Must be based in the EMEA region (UK, EU, Middle East, or Africa)

Company

hirify.global provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud.

What you will do

• Lead, inspire, and grow a high-performing technical support organization across multiple countries and time zones.
• Develop and execute a regional support roadmap aligned with global strategy and business growth targets.
• Define, monitor, and report on regional KPIs including CSAT, NPS, and time-to-resolution to senior leadership.
• Champion the adoption of Generative AI and intelligent automation to modernize the support experience.
• Collaborate with Sales, Product, and Engineering leadership to advocate for customer needs and align support with business outcomes.
• Build and execute team development plans to grow technical competency and leadership capability.

Requirements

• 8+ years of progressive leadership experience in technical support or service delivery, with at least 3 years at the Director level.
• Demonstrated success leading large, geographically distributed support teams across the EMEA region.
• Proven track record in high-volume, high-paced SaaS or enterprise technology support environments.
• Strong stakeholder management and executive communication skills.
• Hands-on experience with customer support platforms and CRM systems like Salesforce or Zendesk.
• Deep expertise in change management and organizational transformation.

Nice to have

• Familiarity with enterprise database technologies or open-source ecosystems.
• Understanding of PostgreSQL or relational database concepts.
• Experience with AI/ML-powered support tools and self-service knowledge systems.

Culture & Benefits

• Commitment to employee well-being with access to health and wellness resources via CuraLinc.
• Wellness Fridays extending through December 2026.
• Inclusive and diverse workplace culture built on trust and respect.
• Focus on work-life balance and professional development.