Manager, Product Support

MaintainX; Dublin; On-site; EUR 64,000 - 94,000; Full time

Job summary

MaintainX, a leading mobile-first work execution platform, seeks an experienced Customer Support Manager for the EMEA region in Ireland. You will lead a distributed team of Level 2 specialists, establish regional onboarding, and own cross-regional handoffs with North America.

You’ll drive process improvements and set expectations with enterprise customers. You will guide case analysis, coach staff, and deliver regular reports on performance and capacity, while collaborating with Product and

Qualifications

• Technical credibility to triage cases and coach teams.
• Experience leading technical specialists in B2B software support.
• Ability to coach, set expectations and follow up with actions.
• Data-driven decision making and risk awareness.
• Experience with support processes across regions or follow-the-sun.
• Proficiency with Zendesk and Jira or similar tools.

Responsibilities

• Own triage and cross-regional handoffs with clear owners and escalation paths.
• Build EMEA onboarding and self-paced training with coaching overlap.
• Lead conversations with enterprise customers and set expectations with plans.
• Analyze case trends and DSAT, provide evidence and product/engineering input.
• Deliver quarterly reviews on performance, retention, and capacity risks.
• Plan regional coverage, balance queue demand, and ensure coverage during EMEA hours.

Skills

Technical credibility

People leadership

Accountability

Independent judgment

Process ownership

AI/automation usage

Zendesk experience

Jira experience

Enterprise experience

Tools

Zendesk

Assembled

Intryc

JIRA

Linear

Pluno AI

Job description

MaintainX is a leading mobile-first work execution platform for industrial and frontline teams. More than 13,000 customers, including Duracell, McDonald's, Shell, DHL and Volvo, use MaintainX to cut unplanned downtime and run better operations, across 13.9 million managed assets and 79.5 million completed work orders.

In August 2026 MaintainX became part of Autodesk, joining Autodesk Operations Solutions, the organization unifying Autodesk's operations platform alongside Tandem, FlexSim and Fusion Operations. Autodesk's strategy is to converge design, make and operate into one continuous lifecycle: design an asset, build it, run it, then feed what you learn running it back into the next design. Autodesk had design and make. Operate is the phase that tells you what actually happened, and it is ours.

This is our first EMEA-based Customer Support management role. You will establish our European support operation while leading a distributed team of approximately seven Level 2 specialists, including our first two European specialists and existing North American team members. You will partner closely with our North American L2 manager to deliver consistent customer support, technical standards, and development opportunities across regions.

The role

• Own triage and cross-regional handoffs, using firsthand case review and clear risk criteria to identify urgent customer issues. Ensure each handoff has a named owner, a clear next action, and an appropriate escalation path.
• Build EMEA onboarding and self-paced training that enable new hires to make progress independently, supported by planned coaching and North American overlap.
• Step into CSM and escalation conversations with enterprise customers, set expectations early, and bring a plan, not just an update.
• Analyze case trends and DSAT to identify recurring customer problems. Bring clear evidence and recommendations to Product and Engineering, agree priorities and ownership, and track follow-through and the impact of resulting changes.
• Use regular coaching and operating reviews to assess individual performance, development, retention and capacity risks, and case trends. Deliver quarterly reporting that explains the findings, actions taken, outcomes, and next priorities.
• Plan regional coverage and balance queue demand, strategic-account commitments, coaching and project work. Anticipate absences and capacity constraints, and maintain clear escalation coverage during EMEA hours.

Within your first 90 days, you will understand each team member's responsibilities and development needs, establish a useful coaching rhythm, implement clear regional handoffs, and deliver an initial process improvement. You will have agreed operating responsibilities with the North American L2 manager and a practical onboarding plan for European specialists.

You’ll work regular daytime hours (9am-5pm) in your hiring location. For the first few weeks, we’ll ask you to adjust your schedule so you can overlap with the North American team while you onboard.

About You

• Technical credibility: Enough depth to triage cases, coach, and make sound decisions, and to know when something belongs beyond L2. SMEs supply deeper expertise where needed. API fluency strongly preferred.
• People leadership: Substantial experience managing experienced technical specialists in complex B2B software support. Run regular, tailored 1:1s with agreed actions and follow-up. Bring concrete examples of people you helped grow and advance.
• Accountability: Set clear expectations, address performance concerns promptly and fairly, and stay accountable for decisions you delegate.
• Independent judgment: Turn ambiguity into clear priorities and practical recommendations. Decide within your remit, raise risks early, and follow through without repeated direction.
• Process ownership: Spot the gap, build the fix, secure adoption, and check it improved the team’s experience and customer outcomes. Experience leading support across regions or operating a follow-the-sun model, with clear ownership of case prioritization, escalations and continuity between shifts. Experience designing or improving these processes is particularly valuable.
• Trust and influence: Earn credibility with veteran specialists and new hires, invite disagreement, and explain your decisions. Resolve competing priorities across Support, Engineering, Product, and CS using data. Give European and North American reports equitable attention and development opportunities.
• Active use of AI and automation to improve analysis, documentation, and workflows. Be ready to show examples, how you checked quality, and the impact.
• Experience at both large enterprises and startups.
• Hands-on experience building reports and working with a customer service platform, such as Zendesk
• Experience with workforce management, such as Assembled
• Experience with QA tooling, such as Intryc
• Experience with ticket escalation software, such as JIRA, Linear or Pluno AI

Our mission is to keep the physical world running. Factories, fleets, hospitals and campuses stay up because the people who maintain them have tools worth using. That is what we build.

Compensation and benefits. Base pay is one part of the package. Depending on the role, compensation may also include commission, an annual bonus and equity. Benefits differ by country. For roles in the United States, Autodesk’s benefits are described at benefits.autodesk.com. For roles in Canada and other countries, the plan differs on health coverage, retirement and leave, and your recruiter will walk you through it.

Belonging. We take pride in a culture where everyone can thrive. More at autodesk.com/company/global-belonging. More on where this is going: Autodesk CEO Andrew Anagnost on building the future of connected operations, and AOS SVP Stephen Hooper on welcoming MaintainX to Autodesk.

Compensation Range: €64K - €93.5K