The posting
Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day.
Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. That approach matters more than ever in the era of AI. Today, our customers depend on us to stay ahead.
At Darktrace, we are energized by that responsibility. We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked. We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves.
We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them.
Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast
Job Description:
Regional Senior Director, Customer Support – EMEA & APJ Remote and flexible, with travel to our Cambridge office and across EMEA and APJ
About the Role This is an opportunity to shape customer support across EMEA and APJ, two diverse and fast-growing regions. You'll take over an established organization of Support Engineers and Managers. You'll strengthen its leadership, make operations more consistent, and give customers a predictable, high-quality experience.
You'll be responsible for regional Support outcomes: responsiveness, resolution, case quality, escalations and customer sentiment. You'll also help Support become an AI-native organization. This is a highly visible role with real influence. You'll work closely with Product, Engineering, Customer Success, Sales, Renewals, Professional Services and global Support leadership.
You put customers first, make decisions with data, and bring structure and consistency to how teams work. You care about developing people, are excited by what AI makes possible, adapt across cultures, and are collaborative and accountable. You help teams through change, turning complex problems into clear, scalable improvements.
This is a remote role. You'll travel to our Cambridge office to work with the team, and across EMEA and APJ to meet customers as needed.
What will I be doing?
- Shape regional operations: Set a regional strategy that fits the global Support vision. Make sure you have the right leaders, skills and capacity across time zones. Run a regular, data-informed review rhythm covering response and resolution times, backlog, aging, quality, escalations and sentiment, and share progress with executives.
- Improve the customer experience: Make communication clearer and more predictable, reduce customer effort and handoffs, and take responsibility for escalations and long-running cases. Work directly with customers during major incidents. Share Support insights to inform customer health and retention planning.
- Champion AI adoption: Find and scale responsible uses of AI in case management, knowledge, troubleshooting and quality. Focus on real workflow problems and measurable results that make work easier for your teams.
- Develop knowledge and talent: Improve knowledge management, quality assurance, onboarding and ongoing learning. Support your leaders' growth, define career paths and promotion criteria, and strengthen succession planning.
- Collaborate across teams to scale: Work with Product and Engineering on escalations, defects and root-cause analysis, and with Customer Success, Sales and Renewals on risk and retention. Build workforce plans, processes and playbooks that support growth.
What do I need?
- Leading and developing leaders: You've supported and developed Managers and senior leaders across distributed teams in several countries, cultures and time zones. You've also built succession plans and helped leaders grow their capability.
- Using data to improve customer outcomes and team proficiency: You've set meaningful metrics, spotted trends and turned insight into action. You've used quality, knowledge and case data to improve customer outcomes and help engineers become proficient faster.
- A focus on operational improvement and performance: You've improved response and resolution times, case aging, backlog, quality, escalations and customer satisfaction. You've turned recurring pain points into clear, measurable and lasting process improvements.
- Using AI for efficiency and process improvement: You've introduced AI, automation or intelligent workflows into Support or another customer-facing team, with measurable gains in productivity, efficiency and quality.
- Building careers across the whole organization: You've created or evolved career frameworks, role definitions, competencies, promotion criteria, and technical and leadership career paths at every level.
- Ideally 10+ years in enterprise technical support, customer success, service delivery or a related post-sales function
- Experience looking after a large, complex region such as EMEA, APJ or similar
- Experience running regular reviews, service reviews and executive updates
- Hands-on knowledge management, quality assurance, onboarding and enablement experience
- Clear, credible communication with executives, and a calm approach with senior customers during critical incidents
- The ability to bring together stakeholders with different 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
Interested in shaping the future of customer support? If this role excites you but you don't meet every point above, we'd still love to hear from you. Experience comes in many forms.
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 which covers you, your cohabiting partner and children,
- Life insurance of 4 times your base salary,
- Salary sacrifice pension scheme,
- Enhanced family leave,
- Confidential Employee Assistance Program,
- Cycle to work scheme.
As a growing business strengthening its governance and controls, this role plays a part in supporting high standards of integrity and accountability.
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.
