Global Tech Support Leader - Hybrid (4/1)

nVent; Anoka (MN); Hybrid; USD 105,000 - 195,000; Full time

Benefits offered by this job

Medical, dental, and vision plans with

Disability insurance

Life insurance

401(k) + ESPP

Tuition reimbursement

Paid time off including volunteer time

Job summary

nVent is seeking a leader to head our global technical support organization from our Raleigh, NC facility in a hybrid role. You will guide a team of experts across engineering, product, sales, and services to diagnose and resolve complex customer issues and to design a scalable post-sales support model.

You will partner with engineering to drive root cause analysis and long-term product improvements, while building a proactive knowledge base and standardized processes that deliver consistent,

Qualifications

• Bachelor’s degree in engineering or related field preferred, or related experience.
• 7+ years proven experience leading technical support, product support, or engineering-focused customer support teams.
• Demonstrated ability to build and scale global, multi-region teams and operating models.
• Experience working across Engineering, Product, and Customer-facing organizations.
• Familiarity with CRM/case management tools (e.g., Salesforce) and support operations.
• Experience with data center infrastructure, cooling systems, or power systems.
• Track record of improving customer experience, support efficiency, and technical capability at scale.

Responsibilities

• Lead and scale a global technical support organization, delivering 24/7 coverage and a consistent, high-quality customer experience.
• Design and operationalize a best-in-class support model with clear ownership, escalation paths, and performance metrics that drive accountability and speed.
• Serve as an escalation point for critical customer issues, ensuring rapid resolution, strong communication, and minimal business impact.
• Build and develop a high-performing global team, investing in talent, capability, and technical depth.
• Establish scalable support operations and infrastructure, including case intake, triage, and global workflows that ensure visibility and traceability.
• Drive standardization and continuous improvement across tools, processes, and knowledge management to enhance speed, quality, and scalability.
• Enable effective follow-the-sun support models, ensuring seamless global coverage and strong cross-region handoffs.
• Act as the central technical leader across the ecosystem, connecting customers with Engineering, Product, Services, and Sales to accelerate resolution.
• Partner with Engineering to drive root cause resolution and long-term product improvements, while feeding insights into product roadmaps and knowledge bases.
• Align closely with Services to ensure end-to-end coordination, including field dispatch and execution.
• Build and evolve a scalable, future-ready support function, identifying gaps and driving improvements aligned to rapid DS growth.
• Leverage customer insights, case data, and trends to continuously improve products, services, and customer experience.
• Elevate organizational capability through training, documentation, and technical knowledge development.

Skills

Team leadership

Global teams

Customer support

Cross-functional collaboration

Salesforce

Data center infrastructure

Education

Bachelor’s degree in engineering or related field

Tools

Salesforce

Job description

nVent is seeking a leader to head our global technical support organization from our Raleigh, NC facility in a hybrid role. You will guide a team of experts across engineering, product, sales, and services to diagnose and resolve complex customer issues and to design a scalable post-sales support model.

You will partner with engineering to drive root cause analysis and long-term product improvements, while building a proactive knowledge base and standardized processes that deliver consistent,