> Markdown version of [/jobs/ext/318019-director-technical-support-emea](https://www.wearedevelopers.com/jobs/ext/318019-director-technical-support-emea). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director - Technical Support (EMEA) - **Company:** EDB - **Location:** Spain (Remote available) - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Software as a Service, Databases, Customer Interaction Management (Software), Data Infrastructure, Relational Databases, Knowledge Management, Knowledge-Based Systems, PostgreSQL, Automation of Marketing, Operational Data Store, Open Source Technology, Data Driven Tests, Salesforce.Com, Generative AI, Zendesk - **Published:** June 19, 2026 - **Apply:** https://es.indeed.com/viewjob?jk=756d08625bb14dee ## About the Role Do you have experience in Zendesk?, * 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)., * 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. ## Description 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. * Cultivate an inclusive, diverse, and psychologically safe team environment across geographically distributed locations. ## Related Videos - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [Optimizing Discovery: PostgreSQL's Role in Transforming GetYourGuide's Search](https://www.wearedevelopers.com/videos/1647-optimizing-discovery-postgresql-s-role-in-transforming-getyourguide-s-search) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Discover the open source trio you didn’t expect: .NET and PostgreSQL on Linux](https://www.wearedevelopers.com/videos/2042-discover-the-open-source-trio-you-didn-t-expect-net-and-postgresql-on-linux) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)