Senior Director, Support Services

Sr. Director, Support Services

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB's data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability.

Candidate Note: This position is 100% remote for candidates based in the US

EDB is seeking a dynamic and experienced Sr. Director, Support Services, to lead our global support organization. This role requires a visionary leader and change-agent who can drive transformative initiatives to position the support organization as a key driver of customer value. The Sr. Director will oversee a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI, automation, self-service solutions, and robust knowledge management systems.

Your impact will be:

• Leadership & Strategy:
• Lead and inspire a global support organization, fostering a culture of innovation, accountability, and customer-centricity.
• Develop and execute a strategic roadmap to modernize support delivery and align it with EDB business goals.
• Innovation & Automation:
• Spearhead the adoption of generative AI and automation technologies to streamline operations and improve efficiency.
• Build and scale self-service platforms and an AI-driven knowledge library to empower customers and reduce resolution times.
• Support Platform Expertise:
• Drive optimization and utilization of EDB's core customer support platform.
• Ensure the organization leverages best practices in CRM, case management, and analytics for operational excellence.
• Operational Excellence:
• Oversee the delivery of support services at scale, ensuring quality, consistency, and adherence to SLAs in a high-volume environment.
• Develop metrics and KPIs to measure success, drive continuous improvement, and report performance to senior leadership.
• Customer Experience:
• Transform support into a value creation organization by delivering exceptional experiences that enhance customer loyalty and satisfaction.
• Collaborate cross-functionally to align support initiatives with product, engineering, and customer success strategies.

What you'll bring:

• 10+ years of leadership experience in global support or service delivery, with at least 5 years at the Director level.
• Hands-on experience with support platforms, including managing contact center technology and customer interaction solutions.
• Proven track record of managing high-volume, high-paced support environments in a technology or SaaS company.
• Deep understanding of support platform capabilities; hands-on experience driving optimization.
• Expertise in AI and automation technologies, with a focus on practical, scalable solutions.
• Strong change management capabilities to lead transformative initiatives across a global organization.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels.

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2025! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We'd love to hear from you and we want you to apply! EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company's integrity.