What your impact will be…

Regional Leadership & Strategy

• Lead, inspire, and grow a high-performing APJ technical support organization spanning multiple countries and time zones, including India, Southeast Asia, Australia, and Japan.
• Develop and execute a regional support roadmap aligned with EDB's global strategy, customer commitments, and business growth targets.
• Foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team.
• Serve as the senior escalation point and executive voice of support for the APJ region, representing the organization to internal stakeholders and enterprise customers.
• Define regional hiring plans, organizational structure, and career development pathways to attract and retain top support talent.

Operational Excellence & SLA Delivery

• Oversee day-to-day support operations across APJ, ensuring high-quality, consistent service delivery in adherence to SLAs, SLOs, and customer commitments.
• Define, monitor, and report on regional KPIs — including CSAT, NPS, time-to-resolution, escalation rates, and backlog health — to senior leadership.
• Drive continuous improvement through data-driven analysis, process optimization, and structured operational reviews.
• Implement and refine escalation management frameworks, ensuring critical issues are handled with urgency, transparency, and cross-functional coordination.
• Manage resource capacity planning and workforce models to support a 24x7 follow-the-sun support model effectively.

Innovation, Automation & Knowledge Management

• Champion the adoption of Generative AI, intelligent automation, and self-service tools to modernize the support experience and reduce resolution times.
• Partner with global counterparts to build and maintain a robust AI-powered knowledge library that empowers both customers and support engineers.
• Drive optimization of EDB's core support platform and CRM ecosystem, ensuring best-practice utilization across case management, analytics, and customer interaction channels.
• Lead regional rollout of global self-service and deflection initiatives, adapting them to APJ customer and market needs.

Customer Experience & Business Partnerships

• Transform APJ support from a reactive function into a proactive value-creation organization that drives customer loyalty, retention, and expansion.
• Collaborate closely with Customer Success, Sales, Product, and Engineering leadership across APJ and globally to advocate for customer needs and align support with broader business outcomes.
• Engage directly with key enterprise accounts during critical escalations, QBRs, and executive briefings to reinforce trust and partnership.
• Contribute to regional go-to-market strategies by providing support insights that inform product roadmap priorities and customer health signals.

People Development & Culture

• Build and execute team development plans that grow technical competency, leadership capability, and career progression within the APJ support organization.
• Implement structured coaching, performance management, and recognition programs that motivate and retain top performers.
• Lead through change — guiding the team through transformation initiatives with clear communication, empathy, and purpose.
• Cultivate an inclusive, diverse, and psychologically safe team environment across geographically distributed locations.

What you will bring…

• 8+ years of progressive leadership experience in technical support, customer service, or service delivery, with at least 3 years at the Director level or equivalent senior management role.
• Demonstrated success leading large, geographically distributed support teams across the APJ region — ideally including India, ASEAN, ANZ, and/or Japan.
• Proven track record in high-volume, high-paced SaaS or enterprise technology support environments.
• Experience managing regional P&L or budget responsibility, including workforce planning, vendor management, and operational cost optimization.
• Deep expertise in change management and organizational transformation — you have led teams through significant operational or cultural shifts and can point to measurable outcomes.
• Strong stakeholder management and executive communication skills, with the ability to influence and align across Sales, Product, Engineering, and C-suite audiences.
• Hands-on experience with customer support platforms, CRM systems, and contact center technologies (e.g., Salesforce Service Cloud, Zendesk, or equivalent).

Leadership & Competency Profile

• You translate long-term business goals into actionable regional roadmaps and can balance competing priorities with clarity and focus. Strategic Thinker:
• You invest genuinely in team development, build high-trust relationships, and create environments where people do their best work. People-First Leader:
• You use metrics and operational data to surface insights, drive performance conversations, and hold teams accountable. Data-Driven Decision Maker:
• You move organizations forward — embracing ambiguity, rallying teams around a shared vision, and sustaining momentum through transformation. Change Agent:
• You understand that exceptional support is a retention and growth lever, and you consistently bring the customer perspective into every decision. Customer Advocate:
• You adapt your leadership style and communication approach across diverse cultures, languages, and working norms within APJ. Cross-Cultural Communicator:

Technical Familiarity (Preferred, Not Required)

• Familiarity with enterprise database technologies, open-source ecosystems, or data infrastructure platforms is a plus.
• Understanding of PostgreSQL or relational database concepts is valued but not a prerequisite for success in this role.
• Experience with AI/ML-powered support tools, automation platforms, and self-service knowledge systems is strongly preferred.