The Position

As the VP of Technical Support (International), reporting directly to the SVP of Customer Experience, you will be the strategic leader responsible for managing and transforming our customer technical support for Europe, the Middle East, and Africa. Your goal? To elevate the customer experience with OPSWAT products while enhancing the efficiency, productivity, and scalability of our Support team through innovative process improvements, automation, and digital transformation.

You'll be the champion of our customers, ensuring their issues are resolved swiftly and satisfactorily. You'll also drive global processes and metrics, keep the support team highly effective and motivated, and provide invaluable "voice of the customer" feedback to our product teams. Additionally, you'll play a pivotal role in identifying and communicating product expansion opportunities from existing customers to our sales team.

This high-impact position is based at our Timisoara, Romania office. We are looking for someone ready to immerse themselves fully in this transformative journey—remote candidates, this one's not for you!

What You Will Be Doing

• Lead and Inspire: Develop, nurture, and motivate a high-performing, customer-focused support team that exceeds KPIs and drives outstanding customer satisfaction in a fast-growing environment.
• Innovate and Optimize: Identify opportunities to reduce support costs through automation, digital transformation, and process improvements.
• Enhance Customer Experience: Maintain and improve customer interaction SLAs and CSAT levels, ensuring an exceptional experience for every customer.
• Build Expertise: Continuously enhance the support team's subject matter expertise, reducing dependency on Product and R&D for customer cases.
• Drive Collaboration: Improve integration and interaction with downstream teams such as Cloud Operations, Product Management, and Engineering.
• Manage Escalations: Refine processes for effective escalation management from Sales, Partners, and customers.
• Identify Opportunities: Develop a robust framework for identifying and communicating product expansion leads.
• Strategic Leadership: Collaborate regularly with the OPSWAT executive team to drive strategic initiatives and gain consensus.
• Monetize Support: Lead the go-to-market strategy for paid support service offerings.

What We Need From You

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Extensive Experience: At least 10 years of experience in B2B software or high-tech sales, service, or commercial operations.
• Leadership Track Record: Minimum 5 years of experience managing a global B2B technical support team, with a proven track record of building, guiding, mentoring, and leading high-performing teams.
• Strategic Thinker: Ability to develop clear action plans and drive processes with numerous interdependencies.
• Digital Transformation Leader: Experience in delivering automations and digital transformations that enhance scalability and performance.
• Customer Experience Champion: Expertise in building support systems focused on automation and an exceptional customer user experience.
• Documentation Expert: Experience in developing a documentation management framework to produce, manage, and maintain high-quality, relevant documentation.
• Adaptability: Ability to thrive in a fast-paced, high-growth, and dynamic environment.

It Would Be Nice If You Had 

• International Expertise: Experience working with an internationally diverse group of customers.
• Industry Knowledge: Cybersecurity and/or networking industry experience.
• Revenue Responsibility: Experience with top-line revenue accountability.
• Advanced Degree: An MBA or similar advanced degree.