Global Head of Support Engineering - Remote Europe

Jobgether; France; À distance; EUR 140 000 - 200 000; Plein temps

Avantages offerts par ce poste

Fully remote within Europe

Stock options program

Comprehensive health plans

Flexible working environment

Strong work-life balance

Résumé du poste

Jobgether, on behalf of a partner, seeks a Director of Support Engineering in France to lead a globally distributed team of Support Engineers and managers. You will own the function end-to-end, drive customer-centric improvements, and work closely with Engineering, Product, and Customer Success to resolve complex issues.

The role emphasizes data-driven leadership, metric-driven prioritization, and a culture of technical excellence in a developer-focused SaaS environment.

Qualifications

• 7+ years in technical support or Support Engineering, including at least 3 years in a leadership or management position.
• Proven experience building, scaling, or leading Support Engineering teams within a developer-first, API-driven, or technically complex SaaS environment.
• Strong technical foundation with the ability to read code, troubleshoot complex issues, debug API integrations, and understand headless architectures and content delivery infrastructure.
• Strong understanding of developer-facing SaaS products and the technical challenges encountered by engineering and enterprise customers.
• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Strong customer orientation and the ability to balance technical resolution with customer experience and business priorities.
• Data-driven leadership approach, using operational metrics and customer signals to identify trends, prioritize initiatives, and drive measurable improvements.
• Strong organizational and prioritization skills, with the ability to manage multiple competing priorities across globally distributed teams.
• Experience managing managers and developing organizational structures is an advantage.
• Ability to operate effectively in a remote, multicultural, and cross-functional environment.
• Strong leadership presence, sound judgment, and a proactive approach to solving organizational and customer challenges.

Responsabilités

• Own the end-to-end Support Engineering function, including operational strategy, team structure, processes, tooling, and performance.
• Lead daily support operations across global time zones, including queue management, triage, SLA adherence, prioritization, and escalation management.
• Partner with Engineering, Solution Architecture, and Customer Success to drive resolution of complex technical issues, particularly those affecting enterprise customers.
• Maintain visibility into individual support cases and recurring patterns, helping teams resolve issues efficiently while maintaining quality at scale.
• Define and continuously improve support infrastructure, including workflows, tooling, runbooks, internal documentation, and the knowledge base.
• Identify systemic customer and product issues through support signals and translate them into actionable feedback for Product and Engineering teams.
• Establish, monitor, and improve key support metrics, including CSAT, first response time, mean time to resolution, escalation rates, and ticket deflection.
• Hire, develop, coach, and retain a high-performing global team of Support Engineers and Support Engineering managers.
• Establish clear career progression frameworks and provide ongoing feedback, coaching, and professional development opportunities.
• Build a culture centered on technical excellence, customer empathy, ownership, curiosity, and continuous learning.
• Partner with senior leadership to define the long-term Support Engineering strategy in line with business growth and an expanding enterprise customer base.
• Collaborate with Product and Engineering ahead of major launches and releases to ensure support readiness and effective customer feedback loops.
• Represent the Support Engineering function in cross-functional planning, workforce planning, and complex customer escalations involving senior stakeholders.
• Use operational data and customer insights to drive measurable improvements across the support organization.

Connaissances

Leadership

Customer focus

Data-driven

Communication

Remote leadership

Description du poste

Jobgether, on behalf of a partner, seeks a Director of Support Engineering in France to lead a globally distributed team of Support Engineers and managers. You will own the function end-to-end, drive customer-centric improvements, and work closely with Engineering, Product, and Customer Success to resolve complex issues.

The role emphasizes data-driven leadership, metric-driven prioritization, and a culture of technical excellence in a developer-focused SaaS environment.