Director, Customer Support – Service Operations

EdgeUno

Director of Customer Support at EdgeUno leading the integration of CX and NOC teams for improved service operations. Focused on transforming post-sales support to meet customer expectations in digital infrastructure.

Posted 5/2/2026full-timeRemote • 🇧🇷 BrazilLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the integration of the CX and NOC functions into a unified Customer Support organization
Define the support vision, service model, and operating principles for EdgeUno’s post-sales organization
Oversee 24x7 operational support capabilities as needed
Define what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communications
Redesign support-related processes end-to-end

Requirements

What you’ll need

10+ years of experience in technical support, customer operations, service operations, NOC leadership, or related post-sales leadership roles
Proven experience leading and scaling NOCs, technical support teams, or combined support/service operations organizations
Mandatory experience in digital infrastructure environments such as telecom, network services, colocation, cloud, hosting, CDN, data center, bare metal, managed infrastructure, or adjacent sectors
Strong understanding of the support and service expectations of international infrastructure customers
Clear understanding of how those customer expectations differ from more localized ISP/carrier support models
Demonstrated experience leading managers and building teams through organizational change
Deep knowledge of incident management, escalation management, service assurance, customer communications, and operational performance management
Experience working cross-functionally with engineering and operations teams in high-availability environments
Strong executive presence and the ability to drive alignment, make decisions, and challenge legacy ways of working

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportservice operationsNOC leadershipincident managementescalation managementservice assuranceoperational performance managementcustomer communicationsdigital infrastructurecloud

Soft Skills

leadershiporganizational change managementexecutive presencedecision makingalignmentcommunication