Director, Customer Support – Service Operations

EdgeUno

Senior leader integrating customer experience and NOC into a unified structure at EdgeUno, enhancing support operations for digital infrastructure services.

Posted 5/2/2026full-timeUberlândia • 🇧🇷 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
Create a support organization that balances technical excellence, customer empathy, speed, consistency, and scalability
Oversee 24x7 operational support capabilities as needed
Improve incident management, event handling, escalation management, communications, service restoration, and post-incident review
Drive better operating performance across MTTR, recurrence rates, aging backlog, monitoring effectiveness, and escalation quality
Define what great support looks like from the customer perspective across incidents, requests, escalations, and ongoing communications
Redesign support-related processes end-to-end, including ticket lifecycle, incident management, escalation management, service recovery, handoffs, root cause review, and knowledge management

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, including organizations such as CDNs, content owners, global carriers, cloud/platform customers, and large enterprise buyers
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
Strong executive presence and the ability to drive alignment, make decisions, and challenge legacy ways of working

Benefits

Comp & perks

Equipment allowances
Professional development

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementescalation managementservice assuranceoperational performance managementticket lifecycle managementroot cause analysisknowledge managementMTTRrecurrence ratesmonitoring effectiveness

Soft Skills

leadershipcustomer empathyorganizational change managementexecutive presencedecision makingalignment drivingcommunication