Director, Support Services - APJ

About the Role

The role sits at the intersection of people leadership, operational strategy, and customer experience. While a working appreciation of enterprise database environments is valued, the primary mandate is organizational leadership. The Director will be responsible for developing high-performing teams, establishing scalable processes, and partnering cross-functionally to deliver measurable business value across the APJ region.

As the senior escalation point and executive voice of support for the APJ region, the Director will represent the organization to internal stakeholders and enterprise customers. This role requires a transformational leader who can foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team.

What You Will Do

• Lead, inspire, and grow a high-performing APJ technical support organization spanning multiple countries and time zones
• Develop and execute a regional support roadmap aligned with enterprisedb'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
• 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
• Drive continuous improvement through data-driven analysis, process optimization, and structured operational reviews
• Implement and refine escalation management frameworks, ensuring critical issues are handled with urgency, transparency, and cross-functional coordination
• Manage resource capacity planning and workforce models to support a 24x7 follow-the-sun support model effectively

What We Are Looking For

• 10+ years of experience in support services, with a focus on leadership and team development
• Strong understanding of enterprise database environments, including Postgres and AI-powered solutions
• Proven track record of driving service excellence, team development, and regional alignment
• Excellent leadership, communication, and interpersonal skills
• Ability to work in a fast-paced environment, with a focus on customer satisfaction and process optimization
• Experience with Salesforce and Excel, with the ability to drive adoption and utilization across the team
• Strong analytical and problem-solving skills, with the ability to drive data-driven decision making
• Bachelor's degree in a relevant field, such as computer science, engineering, or business administration
• Experience working in a global organization, with a focus on APJ region

Nice to Have

• Experience with Generative AI, intelligent automation, and self-service tools
• Knowledge of IT service management frameworks, such as ITIL
• Certification in support services, such as HDI or ITIL
• Experience working in a cloud-based environment, with a focus on scalability and reliability

Benefits and Perks

• Competitive salary and bonus structure
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) or retirement plan, with company match
• Paid time off, including vacation, sick leave, and holidays
• Remote work options, with a focus on flexibility and work-life balance
• Professional development opportunities, including training and certification programs
• Access to cutting-edge technology and tools, including Salesforce and Excel
• Collaborative and dynamic work environment, with a focus on teamwork and innovation

• Develop a strong understanding of enterprise database environments, including Postgres and AI-powered solutions, to increase your chances of success in this role.
• Highlight your experience with Salesforce and Excel, and be prepared to showcase your ability to drive adoption and utilization across a team.
• Emphasize your leadership and team development skills, as well as your ability to drive service excellence and regional alignment.
• Be prepared to discuss your experience working in a global organization, with a focus on the APJ region, and your ability to work in a fast-paced environment.
• Showcase your analytical and problem-solving skills, and be prepared to provide examples of how you've driven data-driven decision making in previous roles.
• Research enterprisedb's commitment to innovation and customer satisfaction, and be prepared to discuss how you can contribute to the company's success.
• Prepare to discuss your experience with IT service management frameworks, such as ITIL, and your knowledge of cloud-based environments, including scalability and reliability.