Global Support & Training Director

Key Responsibilities:

• Design and execute a cohesive global strategy for support and training, ensuring a seamless and consistent customer journey from initial onboarding to expert-level use.
• Define and own all key performance indicators %28KPIs%29 for both functions. Crucially, you will analyze support data to identify trends that should inform and prioritize the creation of new training content.
• Design and manage a tiered global support organization that efficiently serves different customer segments and geographies with clear SLAs.
• Oversee all support tools, including ticketing systems and knowledge bases, to enhance efficiency and the customer experience.
• Continuously refine support workflows, escalation paths, and incident management processes to improve resolution times and customer satisfaction.
• Lead the design, development, and maintenance of a comprehensive library of training content %28e-learning, instructor-led courses, videos, documentation%29.
• Design and manage global certification programs to validate expertise, create a skilled partner ecosystem, and provide a clear value path for customers.
• Manage, mentor, and inspire a distributed team of support engineers, trainers, and frontline partners/subcontractors.
• Build an integrated culture where the support and training teams collaborate closely, share insights, and operate as a single, unified enablement function.

Qualifications:

• 10+ years of experience in post-sale customer-facing roles, with at least 5+ years in a managerial position managing a global or multi-regional team.
• Strong technical background and knowledge in RF and networking technologies %28hands-on%29.
• Significant leadership experience in either Customer Support or Training is required. Deep exposure to and strategic understanding of the other domain is essential. Proven experience managing both functions is a strong plus.
• Experience in a fast-paced, multi-disciplinary technology company %28with a mix of hardware, software, or services%29 is essential.
• Strong familiarity with support and learning technologies %28LMS, Ticketing Systems, Knowledge Management%29.
• A bachelor%27s degree is required; an MBA or other advanced degree in a relevant field is highly preferred.