Automation Anywhere

1 day ago

Director, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Lead enterprise technical support delivery for India and EMEA, overseeing end-to-end operations across multiple products and complex technologies. Drive performance on CSAT, NPS, SLAs, escalations, response/resolution times, backlog health, and engineer productivity. Build a high-performance, inclusive culture and develop managers and technical leaders. Partner with Customer Success, Professional Services, Product Management, Sales, Engineering, and Quality to modernize support through AI, automation, self-service, and data-driven operational excellence.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Director level

Key Responsibilities

•Lead end-to-end technical support operations for enterprise customers across multiple products, technologies, and geographies.
•Manage performance against key operational metrics (CSAT, NPS, SLAs, response/resolution times, escalations, backlog health, engineer productivity) and establish scalable governance mechanisms.
•Act as executive sponsor for strategic/high-value accounts and strengthen customer-first relationships to improve outcomes, retention, and loyalty.
•Build and sustain a high-performance, inclusive culture; lead, mentor, and develop managers and technical leaders, including succession planning and leadership development.
•Drive transformation and operational excellence by adopting AI/automation, self-service, predictive analytics, incident/problem and knowledge management best practices, and cross-functional engineering/product partnerships.

Key Requirements

•Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
•15–20 years of experience in enterprise technical support, customer support, service delivery, or related technical leadership roles.
•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 driving operational excellence and organizational transformation, including executive escalations and mission-critical support environments.

Experience:15-20 years

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

Skills:Strategic thinkingExecutive communicationOrganizational leadershipCoaching and talent developmentChange management

Tech Stack:Agentic Process Automation (APA)Process Reasoning Engine (PRE)AI agentsRPAEnd-to-end orchestrationDocument processingAnalyticsITILSaaSHybridCloudInfrastructureIncident managementKnowledge managementPredictive analyticsSelf-serviceRoot Cause Analysis (RCA)Service management frameworks

Company Brief

Automation Anywhere

Provides robotic process automation (RPA) software and AI-driven automation platforms that enable enterprises to automate repetitive business processes, integrate systems, and scale digital workforce initiatives across industries.

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: San Jose, United States

Founded: 2003

Glassdoor: 3.9

Website LinkedIn

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Automation Anywhere

1 day ago

Director, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Director level

Key Responsibilities

•Lead end-to-end technical support operations for enterprise customers across multiple products, technologies, and geographies.
•Manage performance against key operational metrics (CSAT, NPS, SLAs, response/resolution times, escalations, backlog health, engineer productivity) and establish scalable governance mechanisms.
•Act as executive sponsor for strategic/high-value accounts and strengthen customer-first relationships to improve outcomes, retention, and loyalty.
•Build and sustain a high-performance, inclusive culture; lead, mentor, and develop managers and technical leaders, including succession planning and leadership development.
•Drive transformation and operational excellence by adopting AI/automation, self-service, predictive analytics, incident/problem and knowledge management best practices, and cross-functional engineering/product partnerships.

Key Requirements

•Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
•15–20 years of experience in enterprise technical support, customer support, service delivery, or related technical leadership roles.
•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 driving operational excellence and organizational transformation, including executive escalations and mission-critical support environments.

Experience:15-20 years

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

Skills:Strategic thinkingExecutive communicationOrganizational leadershipCoaching and talent developmentChange management

Company Brief

Automation Anywhere

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: San Jose, United States

Founded: 2003

Glassdoor: 3.9

Website LinkedIn