Director - Technical Support (EMEA)

EDB 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

• Lead, inspire, and grow a high-performing EMEA technical support organization spanning multiple countries and time zones.

• Develop and execute a regional support roadmap aligned with EDB's global strategy, customer commitments, and business growth targets.

• Foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team.

• Serve as the senior escalation point 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 pathways to attract and retain top support talent.

Operational Excellence & SLA Delivery

• Oversee 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 continuous 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 capacity planning and workforce models to support a 24x7 follow-the-sun support model effectively.

Innovation, Automation & Knowledge Management

• Champion the adoption of Generative AI, intelligent automation, and self-service tools to modernize the support experience and reduce resolution times.

• Partner with global counterparts to build and maintain a robust AI-powered knowledge library that empowers both customers and support engineers.

• Drive optimization of EDB's core support platform and CRM ecosystem, ensuring best-practice utilization across case management, analytics, and customer interaction channels.

• Lead 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

• Lead, inspire, and grow a high-performing EMEA technical support organization spanning multiple countries and time zones, including UK, EU, Middle East and Africa.

• Develop and execute a regional support roadmap aligned with EDB's global strategy, customer commitments, and business growth targets.

• Foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team.

• Serve as the senior escalation point 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 pathways to attract and retain top support talent.

Operational Excellence & SLA Delivery

• Oversee 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 continuous 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 capacity planning and workforce models to support a 24x7 follow-the-sun support model effectively.

Innovation, Automation & Knowledge Management

• Champion the adoption of Generative AI, intelligent automation, and self-service tools to modernize the support experience and reduce resolution times.

• Partner with global counterparts to build and maintain a robust AI-powered knowledge library that empowers both customers and support engineers.

• Drive optimization of EDB's core support platform and CRM ecosystem, ensuring best-practice utilization across case management, analytics, and customer interaction channels.

• Lead 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 Customer Success, Sales, Product, and Engineering leadership across EMEA and globally to advocate 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 within the EMEA support organization.

• Implement structured coaching, performance management, and recognition programs that motivate and retain top performers.

• Lead through change - guiding the team through transformation initiatives with clear communication, empathy, and purpose.

• 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 point 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., Salesforce Service Cloud, Zendesk, 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 forward - 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 Advocate:

• You adapt your leadership style and communication approach across diverse cultures, languages, and working norms within EMEA.Cross-Cultural Communicator:

Technical Familiarity (Preferred, Not Required)

• Familiarity with enterprise database technologies, open-source 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.

EDB 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, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently 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, EDB supports major government organizations, financial services, media and information technology companies. EDB's data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com, EDB 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! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits. We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We'd love to hear from you and we want you to apply! EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company's integrity. EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee. \#LI-Remote