EMEA Director, Product Support & Escalations

MaintainX (An Autodesk Company); Dublin; On-site; EUR 120,000 - 180,000; Full time

Job summary

MaintainX, now part of Autodesk Operations Solutions, seeks a Senior Customer Support Manager to establish and lead our EMEA L2 support operation. You will build the regional team, set standards, and coordinate with North America to deliver consistent service across regions.

You will coach, triage, and guide enterprise conversations, while shaping processes, reporting, and capacity planning to ensure high-quality customer outcomes.

Qualifications

• Technical credibility: ability to triage cases, coach, decide when to escalate.
• People leadership: manage experienced technical specialists across regions.
• Accountability: set clear expectations and hold teams to them.
• Independent judgment: prioritize work and raise risks early without direction.
• Process ownership: identify gaps, implement fixes, drive adoption.
• AI/automation: leverage AI to improve analysis and workflows.

Responsibilities

• Lead a distributed Level 2 team and establish the EMEA support operation.
• Own triage and cross-regional handoffs with clear ownership and escalation paths.
• Build onboarding and self-paced training for new hires with coaching overlap.
• Engage in enterprise CSM and escalation conversations with customers.
• Analyze case trends and DSAT to guide product and engineering improvements.
• Plan regional coverage and balance queue demand, with proactive capacity management.

Skills

Technical credibility

People leadership

Accountability

Independent judgment

Process ownership

Data-driven decisions

Cross-regional coordination

Reporting & analytics

Tools

Zendesk

Assembled

Intryc

JIRA

Linear

Pluno AI

Job description

MaintainX, now part of Autodesk Operations Solutions, seeks a Senior Customer Support Manager to establish and lead our EMEA L2 support operation. You will build the regional team, set standards, and coordinate with North America to deliver consistent service across regions.

You will coach, triage, and guide enterprise conversations, while shaping processes, reporting, and capacity planning to ensure high-quality customer outcomes.