Director of Technical Support – EMEA and APAC
Description
Summary
Data has never been more valuable and vulnerable. As cybercriminals become more sophisticated and regulations more strict, organizations struggle to answer one key question: “Is my data safe?“
At Varonis, we see the world of cybersecurity differently. Instead of chasing threats, we believe the most practical approach is protecting data from the inside out. We’ve built the industry’s first fully autonomous Data Security Platform to help our customers dramatically reduce risk with minimal human effort.
At Varonis, we move fast. We’re an ultra-collaborative company with brilliant people who care deeply about the details. Together, we’re solving interesting and complex puzzles to keep the world’s data safe.
We work in a flexible, hybrid model, so you can choose the home-office balance that works best for you.
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 opportunities for growth 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.