Global Support & Training Director

About the role

We are looking for a strategic leader to shape and deliver a unified global support and training function. You will drive a seamless customer journey from onboarding through expert‑level adoption, ensuring high satisfaction and skilled partners worldwide.

Key responsibilities

• Design and execute a cohesive global strategy for support and training, aligning with the overall customer experience.
• Define, own, and monitor KPIs for both support and training, using data to prioritize new content.
• Build and manage a tiered global support organization with clear SLAs for different segments and regions.
• Oversee support tools—including ticketing systems, knowledge bases, and LMS—to improve efficiency and experience.
• Continuously refine support workflows, escalation paths, and incident management processes.
• Lead the creation and maintenance of a comprehensive training library (e‑learning, instructor‑led, videos, documentation).
• Design and run global certification programs to validate expertise and grow a skilled partner ecosystem.
• Manage, mentor, and inspire a distributed team of support engineers, trainers, and subcontractors.
• Foster an integrated culture where support and training collaborate as a single enablement function.

Required profile

• 10+ years in post‑sale, customer‑facing roles with at least 5 years managing a global or multi‑regional team.
• Strong technical background in RF and networking technologies (hands‑on).
• Proven leadership in Customer Support or Training, with deep exposure to the other domain; experience managing both is a plus.
• Background in a fast‑paced technology company offering hardware, software, or services.
• Familiarity with support and learning technologies (LMS, ticketing, knowledge management).
• Bachelor’s degree required; MBA or advanced degree highly preferred.

Required skills

• RF technologies
• Networking technologies
• Ticketing systems
• Knowledge management platforms
• Learning Management Systems (LMS)