Global Support Manager

The Global Technical Support Manager is responsible for the professional leadership of technical support worldwide. This role combines deep technical expertise with the ability to coordinate across global support teams, establishing unified standards, elevating professionalism, and embedding innovative processes.

The manager acts as the focal point for global technical support matters: handling escalations and cross-regional issues, prioritizing complaints, analyzing trends, developing training and certification programs, and supporting the creation of one unified global support culture. In addition, the role supports the development and improvement of the Sales Engineers function, ensuring that this critical customer-facing role is standardized and optimized globally.

• Global Professional Leadership: Provide professional leadership of technical support worldwide, aligning regional and local support managers under unified global standards (without direct managerial authority).
• Escalation Management: Take ownership of escalated technical issues and cross-market problems, define global priorities, and lead resolution processes.
• Knowledge & Professional Development: Develop global training, certification, and learning programs (RISCO University, online courses, internal and partner training), creating “master” programs for local adaptation.
• Team Development: Support the long-term goal of building one global support team, able to deliver multi-language service with a unified professional approach.
• Sales Engineers Role Development: Collaborate with the sales organization to design, unify, and strengthen the Sales Engineers role and processes. Ensure Sales Engineers deliver consistent training, on-site support, and onboarding for customer technical teams worldwide.
• Process & Tools Improvement: Lead projects to improve methodologies, standardize support processes, and implement innovative solutions, including the adoption of AI and automation tools.
• Measurement & Continuous Improvement: Analyze support data, identify bottlenecks, monitor global KPIs, and provide recommendations to improve performance.
• Cross-Functional Collaboration: Work closely with Sales, R&D, Operations, and Marketing to improve customer experience and generate added value from service.
• Future Service Development: Contribute to building the foundation for advanced service models, including the preparation for future service-related revenue streams.

• At least 3 years of experience in technical support, system engineering, or customer-facing technical roles.

• Proven experience working in global or multi-regional support environments.

• Background in security systems, IoT, cloud-based platforms, or complex hardware/software ecosystems – strong advantage.

• Experience leading cross-regional initiatives and influencing teams in a matrix environment.