The Director of Technical Support - EMEA is responsible for executing the Global Support & Services strategy to improve customer and partner experience, ultimately supporting growth in sales and revenue. We seek a results-oriented professional to manage our multi-lingual technical support teams, covering all aspects from customer interaction to process development, and providing tools and leadership to enhance the support experience. The ideal candidate is a metrics-driven leader with a proven track record in leading support business units, improving processes, coaching teams, and creatively solving challenges in a high-growth, product-driven technology environment. They should learn from reactive support issues and proactively prevent future cases, fostering a fun and motivating environment that attracts top talent.
What You Will Do
- Develop and sustain a customer and partner-focused culture that contributes to organizational success
- Lead, motivate, and coach support teams to ensure high-quality service delivery
- Evaluate and improve the support service structure for the EMEA region in collaboration with colleagues
- Mentor and develop a high-performance support team; attract, recruit, and retain top talent; promote career development
- Create an atmosphere of trust, leverage diverse viewpoints, and foster dialogue, improvement, and innovation
- Manage performance processes, including development plans and evaluations
- Implement strategies to improve productivity through process, method, and tool enhancements
- Communicate effectively with global support teams and share best practices
- Maintain strong relationships with internal stakeholders such as Sales and Product Leadership to optimize support levels
- Partner with EMEA Sales leadership to keep them informed of support issues affecting their partners and customers
- Lead resolution efforts for escalated issues involving high-priority accounts
- Monitor KPIs, including customer satisfaction, and ensure feedback is used for continuous improvement
- Manage budgets, resource planning, and capacity planning effectively
- Build relationships with educational institutions to develop future talent familiar with Sophos products
- Develop processes for managing schedules, workloads, response times, and quality standards
- Oversee support engineer queues and escalate issues as needed
- Champion employee experience initiatives and celebrate team successes
What You Will Bring
- Bachelor’s Degree in Computer Science or similar, with at least 6 years in a senior leadership role
- Fluency in English and at least one of the following: French, Spanish, or Italian
- Experience partnering with leadership to set goals and drive results
- Proven ability to implement and execute sales and business strategies
- Experience leading and managing teams directly
- Ability to oversee end-to-end initiative execution
- Strong financial management skills, including budgeting and resource planning
- Excellent communication skills to influence policy and negotiate with stakeholders
LI-Hybrid
What's Great About Sophos?
- Our innovative and fun-loving team spirit
- Employee-led diversity and inclusion networks that foster community