Director, Technical Support

Director, Technical Support

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Position Summary

The Director, Technical Support is a strategic leadership role responsible for driving world-class customer support delivery for enterprise customers. This leader will oversee technical support operations for the India & EMEA regions, ensuring exceptional customer experiences, operational excellence, workforce effectiveness, and business outcomes.

The role requires a seasoned leader with 15–20 years of experience in enterprise technical support, customer success, service delivery, or operations management. The Director will be accountable for building a high-performance culture, leading organizational transformation, driving engineering collaboration, improving supportability, and ensuring customer-centric support experiences.

This individual will lead multiple support management teams, develop talent, influence cross-functional stakeholders, and execute strategies that improve customer satisfaction, reduce resolution times, increase operational efficiency, and enhance product quality.

Key Responsibilities

1. Support Delivery Management

• Lead end-to-end technical support operations for enterprise customers across multiple products, technologies, and geographies.

• Ensure delivery of high-quality, timely, and customer-centric support experiences.

• Drive performance against key operational metrics including:

  • Customer Satisfaction (CSAT)

  • Net Promoter Score (NPS)

  • Service Level Agreements (SLAs)

  • Response and Resolution Times

  • Escalation Management

  • Backlog Health

  • Engineer Productivity

• Establish governance mechanisms to ensure operational consistency and scalability.

• Lead critical customer situations, executive escalations, and major incident management activities.

• Drive proactive support strategies focused on preventing customer-impacting issues.

• Optimize resource planning, workforce management, and capacity forecasting.

2. Customer Focus & Executive Relationship Management

• Champion a customer-first culture across the support organization.

• Act as an executive sponsor for strategic and high-value customer accounts.

• Build trusted relationships with customer executives and key stakeholders.

• Drive initiatives that improve customer outcomes, retention, and loyalty.

• Partner with Customer Success, Professional Services, Product Management, and Sales teams to deliver seamless customer experiences.

• Leverage customer feedback and support insights to influence product and service improvements.

3. Performance Culture & Talent Leadership

• Build and sustain a high-performance, accountable, and inclusive culture.

• Lead, mentor, and develop managers and technical leaders across the organization.

• Establish clear goals, performance expectations, and career development frameworks.

• Drive employee engagement, succession planning, and leadership development initiatives.

• Foster continuous learning and technical excellence.

• Identify and develop future leaders through coaching and talent management programs.

• Create an environment that encourages innovation, collaboration, ownership, and operational discipline.

4. Transformation & Operational Excellence

• Lead strategic transformation initiatives that modernize support operations.

• Drive adoption of AI, automation, self-service, predictive analytics, and digital support capabilities.

• Identify opportunities to streamline support processes and improve operational efficiency.

• Implement best practices across incident management, knowledge management, and service delivery frameworks.

• Utilize data-driven insights to drive continuous improvement initiatives.

• Lead organizational change management efforts associated with transformation programs.

• Establish scalable operating models that support business growth and evolving customer needs.

5. Engineering & Product Partnership

• Serve as a strategic partner to Engineering, Product Management, and Quality teams.

• Drive collaboration to improve product quality, reliability, supportability, and customer experience.

• Establish feedback loops between support and engineering organizations.

• Advocate for customer needs and supportability requirements during product development.

• Influence roadmap decisions using operational and customer insights.

• Lead Root Cause Analysis (RCA) reviews and drive systemic issue resolution.

• Partner with engineering teams to reduce recurring incidents and improve product stability.

6. Stakeholder Management & Cross-Functional Leadership

• Build strong relationships with senior leaders across Support, Engineering, Product, Customer Success, Sales, Security, and Operations teams.

• Effectively communicate business priorities, risks, customer trends, and operational performance.

• Drive alignment across multiple organizations to achieve strategic objectives.

• Represent support organization priorities during executive business reviews and planning cycles.

• Influence decisions through data, strategic thinking, and executive presence.

Required Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

• Master's degree (MBA or Technical Discipline) preferred.

Experience

• 15–20 years of experience in enterprise technical support, customer support, service delivery, or related technical leadership functions.

• Minimum 12+ years of people leadership experience, including managing managers and large global teams.

• Proven experience leading enterprise support organizations supporting complex technologies and strategic customers.

• Demonstrated success in driving operational excellence and organizational transformation.

• Experience managing executive customer escalations and mission-critical support environments.

• Strong track record of stakeholder management across engineering, product, and business functions.

Technical & Leadership Competencies

Leadership

• Strategic thinking and execution

• Executive presence and communication

• Organizational leadership

• Coaching and talent development

• Change management

• Cross-functional influence

• Decision making under pressure

Operations

• Support Delivery Management

• Service Operations

• Escalation Management

• Workforce Planning

• KPI and Metrics Management

• Continuous Improvement

• Incident and Problem Management

Business Acumen

• Customer Success mindset

• Business strategy execution

• Risk management

• Executive stakeholder engagement

Technical Expertise

• Enterprise software and cloud technologies

• Technical support methodologies

• ITIL and service management frameworks

• SaaS, Hybrid, Cloud, and Infrastructure environments

• AI and Automation-driven support models

• Data analytics and operational reporting

Success Metrics

The Director, Technical Support will be measured on:

• Customer Satisfaction (CSAT) improvement

• Reduced escalation volume and aging

• SLA attainment and service quality

• Employee engagement and retention

• Leadership bench strength and succession readiness

• Operational efficiency improvements

• Transformation and automation adoption

• Product quality and supportability enhancements

• Strategic customer outcomes and retention

• Cross-functional stakeholder satisfaction

Ideal Candidate Profile

An accomplished support executive who combines deep enterprise technical support expertise with strong business acumen, customer obsession, transformational leadership, and the ability to influence senior stakeholders. The ideal candidate has successfully led large-scale global support organizations, driven operational excellence, partnered closely with engineering teams, and built high-performing cultures that consistently deliver exceptional customer outcomes.

Experience Level

Executive Level