Hybrid Senior Technical Director, Global Customer Support

Posted 2 weeks ago

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About the role

  • 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

Senior Technical Director, Global Customer Support

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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