This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director – Technical Support based in Spain.
This is a high-impact leadership role responsible for shaping and scaling a regional technical support organization across EMEA. The role focuses on building a world-class support function that delivers consistent, high-quality service to enterprise customers in complex, mission-critical environments. You will act as a key driver of operational excellence, customer satisfaction, and continuous transformation across distributed teams. The position combines strategic leadership with hands‑on organizational development, ensuring teams are empowered, aligned, and high-performing. You will also play a central role in modernising support through automation, AI, and data‑driven decision‑making. Working in a fast‑evolving, general technology environment, you will collaborate closely with cross‑functional stakeholders to enhance customer outcomes and business value.
Accountabilities:





Lead and scale a geographically distributed technical support organization across EMEA, ensuring strong leadership, clear direction, and alignment with global service objectives while fostering a culture of accountability, inclusion, and customer‑centricity.
Define and execute the regional support strategy, including organisational design, hiring plans, and workforce planning to ensure scalable, high‑performing operations across multiple time zones.
Oversee daily support operations, ensuring SLA and SLO adherence while monitoring key performance indicators such as CSAT, NPS, resolution time, backlog health, and escalation rates.
Drive operational excellence through process optimisation, continuous improvement initiatives, and structured governance using data‑driven insights and performance analytics.
Lead escalation management and serve as the senior point of contact for critical customer issues, ensuring timely resolution

📌 Director - Technical Support (Madrid)
🏢 Jobgether
📍 Madrid