Director, Global Technical Support

Neat; London; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading global hardware company is seeking a Customer Support Manager to build and lead their post-sale technical support experience. This fully remote position involves overseeing a global support team, designing effective support processes, and ensuring customer satisfaction through excellent technical support. Candidates should have proven experience in technical support management within the videoconferencing or AV industry, along with strong leadership and communication skills.

Qualifications

• Proven experience leading technical support teams in a technology environment.
• Deep technical understanding of videoconferencing and AV technologies.
• Successful track record in creating customer-focused support strategies.

Responsibilities

• Lead and mentor global support engineers.
• Design and scale support systems and processes.
• Act as the voice of the customer in product discussions.

Skills

Leadership

Technical support management

Communication

Relationship building

Problem-solving

Tools

Zendesk

Salesforce

Jira

Job description

Hiring for a remote position in the United Kingdom or United States Eastern Timezone

Overview

Our Mission

At Neat, we bring people together with beautifully simple and versatile video devices. We're a team of ambitious, creative, and collaborative "Neaters" on a mission to make virtual collaboration so seamless that terms like "in-office" and "remote" become obsolete. We partner with Microsoft, Zoom, Google, and a host of other business apps to create experiences that are intuitive, elegant, and simply work. Based in Oslo, Norway, our global team is growing, and we're looking for passionate people to join us.

The Opportunity

This isn'"t just about managing a support team; it's about building the entire post-sale technical experience for a rapidly growing global hardware company. You will be the ultimate advocate for our customers, ensuring their voice directly influences our product and service priorities.

You will have the autonomy to design a support model that is as elegant and reliable as our products. This is a high-impact, high-visibility role where you will build the teams, processes, and strategies that will define Neat's reputation for world-class customer experience.

What You'll Achieve

• Lead & Mentor: Cultivate an industry leading, global team of support engineers. You won't just manage - you will coach, develop and empower your team to solve complex technical challenges and become trusted experts.
• Architect the Strategy: Design and scale the systems, processes, and knowledge that define Neat's support experience. You will own the KPIs, but more importantly, you will drive the strategy behind them.
• Champion Seamless Partnerships: Interface directly with peers at Microsoft, Zoom, Google, and other Neat partners. You\'ll go beyond simple ticket handoffs to present a unified and effortless support journey for our joint customers.
• Be the Voice of the Customer: Act as a critical feedback loop to our Product and Engineering teams. You'll use data and customer stories to provide actionable insights that directly shape the supportability and quality of our future hardware and software.
• Build for the Future: As Neat's product portfolio expands, you will be the chief architect of our support services. From designing premium support offerings to preparing the team for new product introductions, you will ensure our support organization is always one step ahead.

Who We are Looking For

• You are a "player-coach" leader who inspires excellence, fosters a culture of continuous learning, and isn't afraid to roll up your sleeves to solve a tough problem.
• You see support not as a cost center, but as a key product and critical driver of customer loyalty, retention, and brand reputation.
• You thrive on building systems and processes from the ground up in a dynamic, fast-growing environment.
• You are a great communicator and relationship-builder, capable of earning trust with everyone from a frontline engineer to an executive at a key customer.

Qualifications

• Proven experience leading and scaling global technical support teams, preferably within a videoconferencing, AV, or unified communications company.
• Deep technical fluency in videoconferencing, enterprise networking, telephony, and AV technologies.
• Demonstrable success in creating and implementing support strategies, policies, and workflows that balance customer satisfaction with business needs.
• Experience partnering closely with Product Management and Engineering teams to improve product quality and supportability.
• Exceptional presentation skills - comfortable leading customer meetings, partner training sessions, and internal strategy reviews.
• Hands-on experience with modern support and CRM platforms (e.g., Zendesk, Netsuite, Salesforce, Jira).

Locations: Multiple locations; Remote status: Fully Remote