Director, Technical Support, VBR, Americas

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands. About the Role We are looking for a strategic and people-focused Director, Technical Support (VBR) to lead a key segment of Veeam’s global Technical Support organization. In this role, you will drive operational excellence, customer satisfaction, and team performance across a multi-level support structure, including Managers, Team Leaders, and Technical Support Engineers. You will play a critical role in scaling support operations, improving efficiency, and shaping the future of support through initiatives such as Knowledge-Centered Service (KCS) and AI-driven support models. This position requires a strong balance of technical understanding, leadership capability, and strategic thinking, with direct impact on customer experience and business outcomes. What You’ll Do Leadership Strategy Lead and develop a multi-layered Technical Support organization through Managers and Team Leaders Define and execute support strategies aligned with global objectives and company goals Drive adoption and maturity of Knowledge-Centered Service (KCS) practices Lead the integration of AI-powered tools and automation across support workflows Collaborate cross-functionally to ensure alignment and consistency across regions Operational Excellence Ensure high-quality, timely customer support delivery across all channels Define and track KPIs related to customer satisfaction, SLAs, productivity, and efficiency Oversee workforce planning, capacity management, and resource allocation Drive continuous improvement initiatives across tools, processes, and workflows Lead cross-functional projects and operational initiatives as project owner People Management Development Build, coach, and inspire a high-performing, customer-centric organization Foster a culture of accountability, collaboration, and continuous improvement Mentor Managers and Team Leaders, developing future leadership bench strength Partner with HR to attract, retain, and develop top technical talent Support career development and technical enablement programs Customer Engagement Escalation Management Act as senior escalation point for complex customer issues and strategic accounts Build strong relationships with customers, partners, and internal stakeholders Ensure effective collaboration between Support, RD, Product, and Customer teams Represent the support organization in internal and external forums Transformation Innovation Lead KCS implementation and drive knowledge-sharing culture Support AI-driven initiatives to improve efficiency and customer experience Establish feedback loops with Product and Engineering to improve product quality Technologies You’ll Work With CRM and case management platforms (e.g., ServiceNow) Knowledge management systems and KCS frameworks AI-powered support tools (routing, summarization, virtual assistants) Cloud, virtualization, storage, and data protection technologies Operational and performance analytics tools What You’ll Bring 10+ years of experience in Technical Support, Customer Success, or similar roles within a software or IT organization 5+ years of experience leading large, complex, multi-level teams Strong understanding of Technical Support operations, including SLAs, escalation management, and ticket workflows Experience with continuous improvement methodologies (Lean, IT ... (truncated, view full listing at source)