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About the Role

This role offers the chance to shape customer support across the diverse and rapidly expanding EMEA and APJ regions. You will lead an established team of Support Engineers and Managers, focusing on strengthening leadership, standardizing operations, and ensuring a consistently high-quality customer experience. Key responsibilities include driving regional support outcomes such as responsiveness, resolution times, case quality, escalations, and customer sentiment, while also contributing to the organization's transition to an AI-native support structure. This is a high-visibility position with significant influence, requiring close collaboration with various departments including Product, Engineering, Customer Success, Sales, Renewals, Professional Services, and global Support leadership. The ideal candidate is customer-centric, data-driven, and excels at bringing structure and consistency to team operations. They should be passionate about people development, enthusiastic about AI's potential, culturally adaptable, collaborative, and accountable, adept at guiding teams through change and transforming complex challenges into clear, scalable solutions.

Responsibilities

Set a regional strategy aligned with the global Support vision, ensuring adequate leadership, skills, and capacity across time zones.
Implement a regular, data-informed review rhythm to track response and resolution times, backlog, aging, quality, escalations, and sentiment, reporting progress to executives.
Enhance the customer experience by improving communication clarity and predictability, reducing customer effort and handoffs, and managing escalations and long-running cases.
Engage directly with customers during major incidents and share Support insights to inform customer health and retention strategies.
Identify and scale the use of AI in case management, knowledge sharing, troubleshooting, and quality assurance, focusing on practical workflow improvements with measurable results.
Improve knowledge management, quality assurance, onboarding, and continuous learning processes.
Support the growth of direct reports, define career paths and promotion criteria, and strengthen succession planning.
Collaborate with Product and Engineering on escalations, defects, and root-cause analysis.
Partner with Customer Success, Sales, and Renewals on risk and retention initiatives.
Develop workforce plans, processes, and playbooks to support business growth.

Requirements

Proven experience in leading and developing managers and senior leaders across distributed teams in multiple countries, cultures, and time zones.
Experience in building succession plans and enhancing leader capabilities.
Demonstrated ability to use data to improve customer outcomes and team proficiency, including setting meaningful metrics, identifying trends, and translating insights into action.
Experience leveraging quality, knowledge, and case data to enhance customer outcomes and accelerate engineer proficiency.
Track record of improving operational performance, including response and resolution times, case aging, backlog, quality, escalations, and customer satisfaction.
Experience in implementing clear, measurable, and lasting process improvements to address recurring pain points.
Experience introducing AI, automation, or intelligent workflows into Support or other customer-facing teams, achieving measurable gains in productivity, efficiency, and quality.
Experience in creating or evolving career frameworks, role definitions, competencies, promotion criteria, and technical and leadership career paths.
Ideally 10+ years in enterprise technical support, customer success, service delivery, or a related post-sales function.
Experience managing a large, complex region such as EMEA, APJ, or similar.
Experience running regular reviews, service reviews, and executive updates.
Hands-on experience with knowledge management, quality assurance, onboarding, and enablement.
Clear, credible communication with executives and a calm demeanor with senior customers during critical incidents.
Ability to align stakeholders with diverse priorities and reporting lines.
A background in enterprise software, SaaS, cybersecurity, or cloud is a plus.
Experience with CRM, case management, analytics, and workforce management tools is a plus.

Skills

AI-driven cybersecurity
Adaptive AI
Customer support leadership
Operations management
Data analysis
Process improvement
People development
Change management
Cross-cultural adaptation
Collaboration
Accountability
AI adoption
Knowledge management
Quality assurance
Onboarding
Talent development
Succession planning
Workforce planning
Stakeholder management
Executive communication

Location

EMEA
APJ
Remote
Cambridge

Work Type

Remote
Flexible

Experience Level

Senior
10+ years in enterprise technical support, customer success, service delivery or a related post-sales function

Benefits

23 days’ holiday + all public holidays, rising to 25 days after 2 years of service
Additional day off for your birthday
Private medical insurance for employee, cohabiting partner, and children
Life insurance of 4 times base salary
Salary sacrifice pension scheme
Enhanced family leave
Confidential Employee Assistance Program
Cycle to work scheme

About the Company

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats.
Darktrace was founded on the principle that Adaptive AI can detect and respond to novel, real-time cyber threats.
The company is energized by the responsibility of protecting customers and fosters a culture of ownership, collaboration, and continuous learning.
Values include: Own It | Win as One | Raise Our Bar | Move First. Learn Fast.

Equal Opportunity

Darktrace is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Darktrace is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. If you require a reasonable accommodation to participate in the application or interview process, please contact your Talent Partner.