Director, Technical Support

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics - all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Position Summary

The Director, Technical Support is a strategic leadership role responsible for driving world-class customer support delivery for enterprise customers. This leader will oversee technical support operations for the India & EMEA regions, ensuring exceptional customer experiences, operational excellence, workforce effectiveness, and business outcomes.

The role requires a seasoned leader with 15–20 years of experience in enterprise technical support, customer success, service delivery, or operations management. The Director will be accountable for building a high-performance culture, leading organizational transformation, driving engineering collaboration, improving supportability, and ensuring customer-centric support experiences.

This individual will lead multiple support management teams, develop talent, influence cross-functional stakeholders, and execute strategies that improve customer satisfaction, reduce resolution times, increase operational efficiency, and enhance product quality.

Key Responsibilities

1. Support Delivery Management

Lead end-to-end technical support operations for enterprise customers across multiple products, technologies, and geographies.

Ensure delivery of high-quality, timely, and customer-centric support experiences.

Drive performance against key operational metrics including:

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Service Level Agreements (SLAs)

Response and Resolution Times

Escalation Management

Backlog Health

Engineer Productivity

Establish governance mechanisms to ensure operational consistency and scalability.

Lead critical customer situations, executive escalations, and major incident management activities.

Drive proactive support strategies focused on preventing customer-impacting issues.

Optimize resource planning, workforce management, and capacity forecasting.

2. Customer Focus & Executive Relationship Management

Champion a customer-first culture across the support organization.

Act as an executive sponsor for strategic and high-value customer accounts.

Build trusted relationships with customer executives and key stakeholders.

Drive initiatives that improve customer outcomes, retention, and loyalty.

Partner with Customer Success, Professional Services, Product Management, and Sales teams to deliver seamless customer experiences.

Leverage customer feedback and support insights to influence product and service improvements.

3. Performance Culture & Talent Leadership

Build and sustain a high-performance, accountable, and inclusive culture.

Lead, mentor, and develop managers and technical leaders across the organization.

Establish clear goals, performance expectations, and career development frameworks.

Drive employee engagement, succession planning, and leadership development initiatives.

Foster continuous learning and technical excellence.

Identify and develop future leaders through coaching and talent management programs.

Create an environment that encourages innovation, collaboration, ownership, and operational discipline.

4. Transformation & Operational Excellence

Lead strategic transformation initiatives that modernize support operations.

Drive adoption of AI, automation, self-service, predictive analytics, and digital support capabilities.

Identify opportunities to streamline support processes and improve operational efficiency.

Implement best practices across incident management, knowledge management, and service delivery frameworks.

Utilize data-driven insights to drive continuous improvement initiatives.

Lead organizational change management efforts associated with transformation programs.

Establish scalable operating models that support business growth and evolving customer needs.

5. Engineering & Product Partnership

Serve as a strategic partner to Engineering, Product Management, and Quality teams.

Drive collaboration to improve product quality, reliability, supportability, and customer experience.

Establish feedback loops between support and engineering organizations.

Advocate for customer needs and supportability requirements during product development.

Influence roadmap decisions using operational and customer insights.

Lead Root Cause Analysis (RCA) reviews and drive systemic issue resolution.

Partner with engineering teams to reduce recurring incidents and improve product stability.

6. Stakeholder Management & Cross-Functional Leadership

Build strong relationships with senior leaders across Support, Engineering, Product, Customer Success, Sales, Security, and Operations teams.

Effectively communicate business priorities, risks, customer trends, and operational performance.

Drive alignment across multiple organizations to achieve strategic objectives.

Represent support organization priorities during executive business reviews and planning cycles.

Influence decisions through data, strategic thinking, and executive presence.

Required Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Master's degree (MBA or Technical Discipline) preferred.

Experience

15–20 years of experience in enterprise technical support, customer support, service delivery, or related technical leadership functions.

Minimum 12+ years of people leadership experience, including managing managers and large global teams.

Proven experience leading enterprise support organizations supporting complex technologies and strategic customers.

Demonstrated success in driving operational excellence and organizational transformation.

Experience managing executive customer escalations and mission-critical support environments.

Strong track record of stakeholder management across engineering, product, and business functions.

Technical & Leadership Competencies

Leadership

Strategic thinking and execution

Executive presence and communication

Organizational leadership

Coaching and talent development

Change management

Cross-functional influence

Decision making under pressure

Operations

Support Delivery Management

Service Operations

Escalation Management

Workforce Planning

KPI and Metrics Management

Continuous Improvement

Incident and Problem Management

Business Acumen

Customer Success mindset

Business strategy execution

Risk management

Executive stakeholder engagement

Technical Expertise

Enterprise software and cloud technologies

Technical support methodologies

ITIL and service management frameworks

SaaS, Hybrid, Cloud, and Infrastructure environments

AI and Automation-driven support models

Data analytics and operational reporting

Success Metrics

The Director, Technical Support will be measured on:

Customer Satisfaction (CSAT) improvement

Reduced escalation volume and aging

SLA attainment and service quality

Employee engagement and retention

Leadership bench strength and succession readiness

Operational efficiency improvements

Transformation and automation adoption

Product quality and supportability enhancements

Strategic customer outcomes and retention

Cross-functional stakeholder satisfaction

Ideal Candidate Profile

An accomplished support executive who combines deep enterprise technical support expertise with strong business acumen, customer obsession, transformational leadership, and the ability to influence senior stakeholders. The ideal candidate has successfully led large-scale global support organizations, driven operational excellence, partnered closely with engineering teams, and built high-performing cultures that consistently deliver exceptional customer outcomes.

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.