EMEA Product Support Lead | Hybrid, Growth & Impact

MaintainX; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

MaintainX, a leading mobile-first work execution platform, is expanding its Customer Support leadership in Europe. You will build and lead a distributed Level 2 team across EMEA, partnering closely with North America to ensure consistent technical standards and growth opportunities.

You will own triage, escalation, onboarding, and coaching, while driving DSAT-reducing initiatives and cross-functional collaboration with Product and Engineering. Hybrid work and meaningful impact are offered.

Qualifications

• Senior-level customer support leadership required for a global team.
• Experience leading distributed Level 2 teams across regions.
• Strong ability to triage cases and set clear escalation paths.
• Proven track record delivering measurable improvements in customer outcomes.

Responsibilities

• Lead a distributed Level 2 team and establish the EMEA support operation.
• Own triage, handoffs, and clear escalation paths between regions.
• Develop onboarding and self-paced training for new hires.
• Engage with enterprise customers and drive proactive problem solving.
• Analyze trends and DSAT, drive product/engineering improvements.
• Provide regular coaching, performance reviews, and capacity planning.

Skills

Technical credibility

People leadership

Accountability

Independent judgment

Process ownership

Data-driven decisions

AI & automation

Enterprise & startup experience

Zendesk experience

Workforce management tools

QA tooling

Ticket escalation tools

Tools

Zendesk

Assembled

Intryc

JIRA

Linear

Pluno AI

Job description

MaintainX, a leading mobile-first work execution platform, is expanding its Customer Support leadership in Europe. You will build and lead a distributed Level 2 team across EMEA, partnering closely with North America to ensure consistent technical standards and growth opportunities.

You will own triage, escalation, onboarding, and coaching, while driving DSAT-reducing initiatives and cross-functional collaboration with Product and Engineering. Hybrid work and meaningful impact are offered.