Director, Support Services – APJ

EDB

Transformational Director leading support services for EDB across the APJ region, focusing on customer experience and operational excellence.

Posted 6/18/2026full-timeRemote • 🇮🇳 IndiaLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead, inspire, and grow a high-performing APJ technical support organization spanning multiple countries and time zones, including India, Southeast Asia, Australia, and Japan.
Develop and execute a regional support roadmap aligned with EDB's global strategy, customer commitments, and business growth targets.
Foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team.
Serve as the senior escalation point and executive voice of support for the APJ region, representing the organization to internal stakeholders and enterprise customers.
Define regional hiring plans, organizational structure, and career development pathways to attract and retain top support talent.
Oversee day-to-day support operations across APJ, ensuring high-quality, consistent service delivery in adherence to SLAs, SLOs, and customer commitments.
Define, monitor, and report on regional KPIs — including CSAT, NPS, time-to-resolution, escalation rates, and backlog health — to senior leadership.
Drive continuous improvement through data-driven analysis, process optimization, and structured operational reviews.
Champion the adoption of Generative AI, intelligent automation, and self-service tools to modernize the support experience and reduce resolution times.
Transform APJ support from a reactive function into a proactive value-creation organization that drives customer loyalty, retention, and expansion.
Build and execute team development plans that grow technical competency, leadership capability, and career progression within the APJ support organization.

Requirements

What you’ll need

8+ years of progressive leadership experience in technical support, customer service, or service delivery, with at least 3 years at the Director level or equivalent senior management role.
Demonstrated success leading large, geographically distributed support teams across the APJ region — ideally including India, ASEAN, ANZ, and/or Japan.
Proven track record in high-volume, high-paced SaaS or enterprise technology support environments.
Experience managing regional P&L or budget responsibility, including workforce planning, vendor management, and operational cost optimization.
Deep expertise in change management and organizational transformation — you have led teams through significant operational or cultural shifts and can point to measurable outcomes.
Strong stakeholder management and executive communication skills, with the ability to influence and align across Sales, Product, Engineering, and C-suite audiences.
Hands-on experience with customer support platforms, CRM systems, and contact center technologies (e.g., Salesforce Service Cloud, Zendesk, or equivalent).

Benefits

Comp & perks

Range of benefits and resources to promote a healthy work-life balance and wellness
Access to CuraLinc for health and wellness tips and practices
Wellness Fridays extending to December 2026

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

leadershiptechnical supportcustomer serviceservice deliverychange managementorganizational transformationoperational cost optimizationdata-driven analysisprocess optimizationKPI monitoring

Soft Skills

stakeholder managementexecutive communicationinfluenceteam developmentcustomer-first thinkingaccountabilitycontinuous improvementinclusionproactive mindsetcollaboration