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Vice President, Technical Support, APAC
Full-time
The Vice President, Technical Support provides executive leadership for APAC Technical Support operations. This role owns the operational transformation of APAC Technical Support into an AI-ready organization, ensuring processes, data, tools, governance, and skills are designed to safely and effectively adopt automation, AI assisted support, and self-service at scale.
Principle Accountabilities
Operational Leadership
Own APAC support operations, ensuring consistent execution of global support processes and standards
Drive accountability for daily performance across SLAs, backlog, response times, and resolution quality
Team & People Management
Lead and develop APAC Tech Support Team Leads
Ensure teams are equipped with the skills required to operate in an increasingly automated and AI-enabled environment
AI Readiness & Support Transformation
Lead the operational transformation of APAC Technical Support into an AI-ready organization
Ensure support data is structured, accurate, and usable for automation and AI initiatives
Drive process standardization required to enable AI-assisted workflows and self-service capabilities
Define clear success metrics for AI adoption (e.g., deflection, productivity, resolution quality)
Ensure responsible, secure, and compliant use of AI within support operations
Commercial & Cross-Functional Leadership
Actively contribute as a member of the APAC Commercial Leadership Team
Align support priorities with regional revenue retention, expansion, and customer satisfaction goals
Ideal Experience
Proven operational leadership within a technical environment
Strong incident, escalation, and cross-functional coordination experience
Data-driven mindset with experience driving process and tooling improvements
