Director, Support Services - APJ
About the role
Director, Support Services - APJ
EDB is seeking a transformational Director of Technical Support for the Asia Pacific & Japan (APJ) region, based in India. This is a high-impact leadership role responsible for building, scaling, and elevating a regional support organization that serves enterprise customers across diverse markets and time zones. The successful candidate will be a strategic leader and change agent who can balance operational rigor with a deeply customer-centric culture — driving service excellence, team development, and regional alignment with global support objectives.
This role sits at the intersection of people leadership, operational strategy, and customer experience. While a working appreciation of enterprise database environments is valued, the primary mandate is organizational leadership: developing high-performing teams, establishing scalable processes, and partnering cross-functionally to deliver measurable business value across the APJ region.
What your impact will be...
Regional Leadership & Strategy
- Lead, inspire, and grow a high-performing APJ technical support organization spanning multiple countries and time zones, including India, Southeast Asia, Australia, and Japan.
- Develop and execute a regional support roadmap aligned with EDB's global strategy, customer commitments, and business growth targets.
- Foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team.
- Serve as the senior escalation point and executive voice of support for the APJ region, representing the organization to internal stakeholders and enterprise customers.
- Define regional hiring plans, organizational structure, and career development pathways to attract and retain top support talent.
Operational Excellence & SLA Delivery
- Oversee day-to-day support operations across APJ, ensuring high-quality, consistent service delivery in adherence to SLAs, SLOs, and customer commitments.
- Define, monitor, and report on regional KPIs — including CSAT, NPS, time-to-resolution, escalation rates, and backlog health — to senior leadership.
- Drive continuous improvement through data-driven analysis, process optimization, and structured operational reviews.
- Implement and refine escalation management frameworks, ensuring critical issues