Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Lead Global Customer Support delivery at Cognite, focusing on operational excellence and customer engagement.
Responsibilities
- Define and execute a scalable global support model aligned with Product, Engineering, Customer Success, and Commercial teams
- Lead 24×7 support delivery with tiered models, SLAs, and escalation protocols
- Govern strategic partners with clear frameworks for SLA/OLA compliance, quality, productivity, budget optimization, and QBRs
- Oversee high-priority case handling, root-cause analysis, and act as the executive escalation point for enterprise customers
- Implement ITIL practices across incident, problem, and change management
- Define and track KPIs (CSAT/NPS, SLA compliance, MTTR, backlog trends, partner performance)
Requirements
- 15+ years of leadership experience in global technical support, enterprise operations, or service delivery within SaaS, cloud, or industrial software companies
- Proven success managing outsourced support partners and hybrid delivery models at scale
- Strong background in enterprise-grade L1–L3 support, high-severity incident handling, and global coverage
- Deep experience with ITIL practices, SLAs/OLAs, escalation systems, and support analytics
- Demonstrated ability to collaborate across Product, Engineering, Sales, and Customer Success functions
- Strong stakeholder influence and customer engagement capabilities
Benefits
- Join the global Cognite community
- A highly modern and fun working environment
- Flat structure with direct access to decision-makers
- Opportunity to work with and learn from some of the best people
- Hybrid work environment globally
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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