Global Technical Support Director

Global Technical Support Director

Location: Canada (Hybrid or Remote)

Job Summary:

We are seeking a strategic and experienced Global Technical Support Director to lead our customer-facing support operations across enterprise cloud and desktop software products. This role is pivotal in driving customer satisfaction, operational excellence, and continuous improvement across our global support organization.

Responsibilities:

Leadership & Strategy

• Lead and inspire geographically distributed support teams, serving as the primary point of contact for North America Support leadership.
• Develop and execute global support strategies aligned with business objectives.
• Collaborate with senior leadership to influence decisions across people, processes, and policies.

Customer Advocacy

• Act as the voice of the customer within the organization.
• Champion initiatives to enhance customer experience and satisfaction.
• Partner with escalation teams to ensure timely resolution of critical issues.

Operational Excellence

• Drive performance across key metrics (e.g. CES, resolution time) across all support channels.
• Implement scalable support models for both cloud and desktop environments.
• Lead tooling, knowledge management, and automation initiatives in collaboration with Product and Digital Experience teams.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Sales, and Services teams to ensure alignment and feedback loops.
• Influence product roadmaps using customer insights and support trends.

 Team Development

• Recruit, mentor, and develop high-performing support engineers and leaders.
• Foster a culture of accountability, innovation, and continuous learning.

Qualifications:

• 10+ years of experience leading large-scale customer support teams in an enterprise software environment.
• Proven success in global and multi-regional support leadership roles.
• Strong background in supporting both cloud and desktop products.
• Executive presence with the ability to influence senior stakeholders.
• Deep understanding of support operations, metrics, and customer success principles.
• Proficiency with support platforms such as ServiceNow, Zendesk, or Salesforce Service Cloud.
• Excellent communication, leadership, and problem-solving skills.
• MSc in Computer Science, Data, or a related field.
• Familiarity with ITIL, ISO, or other support frameworks.

What We Offer:

• A great Team and culture – please see our colleague video. 
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start. 
• An attractive salary and benefits package. 
• A commitment to inclusion, belonging, and colleague well-being through global initiatives and resource groups. 
• A company committed to making a real difference by advancing the world’s infrastructure for a better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.