Director of Support Services

We are seeking an experienced and dynamic professional to join our team as the Director of Support. The successful candidate will lead our Support team, which includes managers overseeing a globally distributed team of expert database engineers who support critical customer infrastructure 24x7x365.

Reporting directly to the VP of Subscription Services, the Director of Support will provide strategic direction and guidance to ensure exceptional customer satisfaction and excellent quality of services. This position will be based in the Americas or EMEA region.

Notice that this position is for Support Services (Consulting ), not Customer Success.

What You Will Do:

• Leadership and Team Management:
• Provide strategic leadership to the Support team, setting clear goals and ensuring alignment with the company's overall objectives.
• Lead, mentor, and inspire a team of support managers and engineers to provide exceptional customer support.
• Foster a collaborative and high-performance culture within the Support organization, focused on customer satisfaction and continuous improvement.
• Service Excellence:
• Oversee the delivery of world-class support services to our customers, ensuring prompt and effective issue resolution.
• Establish and maintain service level agreements (SLAs) to meet or exceed customer expectations.
• Drive continuous improvement initiatives to enhance support processes and workflows.
• Customer Advocacy:
• Act as a customer advocate within the organization, conveying customer needs and feedback to relevant stakeholders.
• Collaborate with product development teams to provide insights for product improvement based on customer interactions, experiences, and trends.
• Operational Efficiency:
• Optimize support operations to ensure efficient resource utilization and scalability.
• Implement and manage best practices, technologies, and tools to enhance team productivity and customer satisfaction.
• Implement and enhance best practices related to knowledge management and knowledge-centered service (KCS) methodologies.
• Collaboration:
• Collaborate with the Subscription Services leadership team to ensure that Support strategies align seamlessly with the objectives and goals of Subscription Services.
• Collaborate with the Go to Market and Product teams to understand customer requirements and align support service offerings accordingly.
• Coordinate with other departments to ensure seamless customer interactions and issue resolution.
• Metrics and Reporting:
• Define and monitor key performance indicators (KPIs) to gauge the effectiveness and efficiency of the Support team.
• Provide regular reports and updates to the executive team on support performance.
• Presentation of key details about the operation to upper management, including Monthly and Quarterly Business Reviews on the strategic and operational status of the business

What You’ve Done

• At least 10 years of management experience, ideally, 3-5 years in a Director role.
• Proven experience in a leadership role within a 24x7x365 support environment.
• Exceptional interpersonal and communication skills.
• Demonstrated ability to lead and inspire teams to achieve outstanding results.
• Strategic thinking and the ability to translate business goals into actionable support strategies.
• Experience with implementing and optimizing support technologies.
• P&L management experience.

What Will Make You Stand Out

• Vision - you lead with clarity, confidence, and a solution-oriented attitude
• Humility - you keep your ego and self-interests in check
• Credibility - you are trusted and respected among your peers
• Accountability - you are answerable for accomplishing work and goals, and you own your decisions and actions
• Strategic - you prudently plan priorities to align with business objectives, both internally and in alignment with organizational objectives and customer needs
• Level-headedness - you are cool, calm, and collected, especially in times of chaos and unrest
• Levity - without it, our job environment is no better than a sweatshop
• Willingness and availability to travel at least six times per year, including International travel

Percona is a highly respected thought leader in the global open-source community. Our mission is to Keep Open Source Open. We provide services and software for MySQL, MongoDB, PostgreSQL and MariaDB.

Percona is remote-only and globally dispersed – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.

Our staff receives generous benefits including flexible work hours and paid time off, all your equipment for your remote office, funds for career development (external training, certifications, conferences) and the opportunity to participate in an equity incentive plan.

If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a go-to in the open-source database space, let’s talk! 

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