Role Description EDB is seeking a transformational Director of Technical Support for the Europe, Middle East, Africa (EMEA) region. This is a high-impact leadership role responsible for building, scaling, and elevating a regional support organization that serves enterprise customers across diverse markets and time zones. The successful candidate will be a strategic leader and change agent who can balance operational rigor with a deeply customer-centric culture — driving service excellence, team development, and regional alignment with global support objectives. This role sits at the intersection of people leadership, operational strategy, and customer experience. While a working appreciation of enterprise database environments is valued, the primary mandate is organizational leadership: developing high-performing teams, establishing scalable processes, and partnering cross-functionally to deliver measurable business value across the EMEA region. Qualifications - 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 EMEA region — ideally including UK, EU, Middle East and Africa. - 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). Requirements - Lead, inspire, and grow a high-performing EMEA technical support organization spanning multiple countries and time zones. - 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 EMEA 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. - Oversee day-to-day support operations across EMEA, 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. - 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 EMEA customer and market needs. - Transform EMEA 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 EMEA 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. - Build and execute team development plans that grow technical competency, leadership capability, and career progression within the EMEA 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. Benefits - Access to CuraLinc for health and wellness tips and practices. - Wellness Fridays extending to December 2026. Company Description EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability.

• Provide technical assistance and support across various environments • Troubleshoot hardware and software issues • Manage user accounts • Ensure smooth operation of IT services • Provide both remote and onsite support to end-users • Involved in cloud service management and implementation of new technologies

• Support active and upcoming audits, including ISO 27001, SOC 2, PCI DSS, HIPAA, and other relevant assurance work by coordinating evidence collection, reviewing evidence quality, scheduling walkthroughs, and following up with control owners. • Support risk assessments, risk register updates, control monitoring, issue tracking, and risk treatment follow-up by working with teams to identify control gaps, agree on practical actions, and track remediation through to completion. • Conduct third-party risk management reviews to support a comprehensive view of organizational risk. • Support ongoing compliance activities across established frameworks and emerging readiness work (including Australia ISM/IRAP/HCF, NIS2, and ISO 42001/AIM) while maintaining policies, procedures, control narratives and supporting documentation. • Respond to customer and prospect security or compliance questions in partnership with Sales, Legal, Security, and Product, and support updates to the Trust Center and other trust documentation. • Prepare clear updates on audit status, risks, blockers, metrics, and remediation progress for leadership and look for opportunities to simplify repeatable processes and reduce audit friction for control owners. • Use risk, audit, and compliance tools to keep work organized, traceable, and easy to report on. • Support internal audit and review activities as needed.

• Support active and upcoming audits, including ISO 27001, SOC 2, PCI DSS, HIPAA, and other relevant assurance work by coordinating evidence collection, reviewing evidence quality, scheduling walkthroughs, and following up with control owners. • Support risk assessments, risk register updates, control monitoring, issue tracking, and risk treatment follow-up by working with teams to identify control gaps, agree on practical actions, and track remediation through to completion. • Conduct third-party risk management reviews to support a comprehensive view of organizational risk. • Support ongoing compliance activities across established frameworks and emerging readiness work (including Australia ISM/IRAP/HCF, NIS2, and ISO 42001/AIM) while maintaining policies, procedures, control narratives and supporting documentation. • Respond to customer and prospect security or compliance questions in partnership with Sales, Legal, Security, and Product, and support updates to the Trust Center and other trust documentation. • Prepare clear updates on audit status, risks, blockers, metrics, and remediation progress for leadership and look for opportunities to simplify repeatable processes and reduce audit friction for control owners. • Use risk, audit, and compliance tools to keep work organized, traceable, and easy to report on. • Support internal audit and review activities as needed.