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Regional Director, Customer Support, EMEA & APJ
Contract type
Ongoing
Work mode
Remote · Afghanistan, Albania, Algeria, American Samoa +36
Experience
Lead / principal · 10+ years
Job description
Regional Director, Customer Support for EMEA & APJ at Darktrace, responsible for leading an established organization of Support Engineers and Managers across two regions. The role focuses on regional support outcomes, operational consistency, and making Support an AI-native organization.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Afghanistan, Albania, Algeria, American Samoa +36
What you'll do
- Set a regional strategy that fits the global Support vision; ensure the right leaders, skills and capacity across time zones
- Run a regular, data-informed review rhythm covering response and resolution times, backlog, aging, quality, escalations and sentiment, and share progress with executives
- Make communication clearer and more predictable, reduce customer effort and handoffs, and take responsibility for escalations and long-running cases
- Work directly with customers during major incidents
- Share Support insights to inform customer health and retention planning
- Find and scale responsible uses of AI in case management, knowledge, troubleshooting and quality
- Improve knowledge management, quality assurance, onboarding and ongoing learning
- Support leaders' growth, define career paths and promotion criteria, and strengthen succession planning
- Work with Product and Engineering on escalations, defects and root-cause analysis, and with Customer Success, Sales and Renewals on risk and retention
- Build workforce plans, processes and playbooks that support growth
What we're looking for
- Supported and developed Managers and senior leaders across distributed teams in several countries, cultures and time zones; built succession plans and helped leaders grow their capability
- Set meaningful metrics, spotted trends and turned insight into action; used quality, knowledge and case data to improve customer outcomes and help engineers become proficient faster
- Improved response and resolution times, case aging, backlog, quality, escalations and customer satisfaction; turned recurring pain points into clear, measurable and lasting process improvements
- Introduced AI, automation or intelligent workflows into Support or another customer-facing team, with measurable gains in productivity, efficiency and quality
- Created or evolved career frameworks, role definitions, competencies, promotion criteria, and technical and leadership career paths at every level
- Ideally 10+ years in enterprise technical support, customer success, service delivery or a related post-sales function
- Experience looking after a large, complex region such as EMEA, APJ or similar
- Experience running regular reviews, service reviews and executive updates
- Hands-on knowledge management, quality assurance, onboarding and enablement experience
- Clear, credible communication with executives, and a calm approach with senior customers during critical incidents
- The ability to bring together stakeholders with different priorities and reporting lines
Nice to have
- A background in enterprise software, SaaS, cybersecurity or cloud
- Experience with CRM, case management, analytics and workforce management tools
Your team
Customer Support
An established organization of Support Engineers and Managers across EMEA and APJ
Benefits
- 23 days' holiday + all public holidays, rising to 25 days after 2 years of service
- Additional day off for your birthday
- Private medical insurance which covers you, your cohabiting partner and children
- Life insurance of 4 times your base salary
- Salary sacrifice pension scheme
- Enhanced family leave
- Confidential Employee Assistance Program
- Cycle to work scheme
Apply
About Darktrace
A global leader in AI-driven cybersecurity
Darktrace was built on the idea that Adaptive AI could detect and respond to novel, real-time cyber threats. Today, customers depend on Darktrace to stay ahead in the era of AI.
Mission
Helping organizations stay ahead of evolving threats every day
Key facts
- Cybersecurity
- Global leader in AI-driven cybersecurity
- Built on Adaptive AI for real-time cyber threat detection and response
What they value
- Own It
- Win as One
- Raise Our Bar
- Move First. Learn Fast