Director of Technical Support – EMEA and APAC
About Us
We're disruptors, innovators, and relentless problem-solvers. We protect data, and we do it differently. Our Support team is a crew of passionate professionals who thrive on innovation and never settle for the status quo. With our recent transition to a SaaS platform, we're at a pivotal moment, and the growth opportunities have never been greater. If you're ready to work with cutting-edge technology and lead a global team that values bold ideas, fearless collaboration, and customer obsession, you've found your home.
Role Overview
We're looking for a Director of Technical Support to lead our EMEA and APAC regions. This is more than managing day-to-day operations; it's about inspiring teams across multiple geographies, building new capabilities, and ensuring customers receive world-class support. You'll lead through influence, scale operations across time zones, and partner with global leaders to drive technical excellence and customer success.
What You'll Do
* Lead Across Regions: Manage and inspire support managers and engineers across multiple EMEA and APAC locations, navigating the challenges of remote leadership with empathy and effectiveness.
* Build Team Capabilities: Drive the development of technical and soft skills across the team. Create growth paths, mentor leaders, and ensure the organization is always advancing its expertise.
* Solve Complex Problems: Champion root cause analysis and creative solutions, ensuring we deliver fast and effective resolutions.
* Customer Advocacy: Be the voice of the customer in product and engineering discussions, ensuring their needs are central to decisions.
* Drive Performance: Define and track KPIs such as CSAT, backlog, and time-to-resolution. Continuously improve operational efficiency and customer outcomes.
* Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to ensure smooth alignment and impactful outcomes.
* Recruit & Develop: Hire, onboard, and coach managers and engineers, with a focus on building strong, resilient, customer-obsessed teams.
* Executive Presence: Engage with strategic customers and handle escalations, representing Support with credibility and confidence.
Who You Are
* Experienced Leader: 10+ years in IT/software technical support or customer-facing technical roles, with 5+ years leading people managers and distributed teams across global locations.
* Builder of Teams: Proven success in developing new skills within teams and scaling organizations through growth and change.
* Technically Proficient: Strong understanding of SaaS platforms, cloud architectures (AWS, Azure, GCP), and IAM solutions (Okta, Azure AD, AWS IAM).
* Customer-Centric: Able to balance operational efficiency with relentless focus on customer success.
* Flexible & Resilient: Comfortable working across time zones, with availability outside normal working hours when required.
* Educational Background: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
Why You'll Love It Here
* Impact: Shape the future of global technical support in a high-growth SaaS company.
* Innovation: Work with cutting-edge technologies and help define best practices.
* Growth: Opportunities for professional advancement and leadership development.
* Collaboration: Be part of a diverse, global leadership team that values your voice.
* Culture: Bold ideas, customer passion, and fearless teamwork are at our core.
Practical Details
* Travel: Some international travel required (up to 20%).
Availability: Flexibility required to engage across EMEA and APAC time zones and to manage urgent escalations outside regular working hours.
* We invite you to check out our Instagram Page to gain further insight into the Varonis culture
@VaronisLife
Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.