Employer description & source details
Litmus Automation is seeking a Director of Customer Support to lead the strategy, operating model, and performance of our customer support function. This leader will be accountable for delivering a consistent, high-quality support experience for customers using Litmus Edge and Litmus Edge Manager across complex industrial and enterprise environments. You will lead support managers and technical support professionals, establish scalable processes and service standards, and partner closely with Engineering, Product, Customer Success, Technical Delivery, Sales, and Learning & Development. The role balances executive leadership with practical operational depth: using data to improve service, guiding critical escalations, strengthening technical capability, and ensuring customer feedback informs product and business priorities. The successful candidate is a people-first, systems-oriented leader who can operate effectively in a fast-growing B2B software environment. You bring sound judgment, clear communication, and enough technical capability to lead teams supporting edge computing, industrial data, networking, Linux, APIs, databases, cloud platforms, and operational technology integrations. · Set the global customer support strategy, operating model, service standards, and multi-year roadmap in alignment with Litmus Automation’s growth and customer experience goals. · Lead, coach, and develop support managers, team leads, analysts, and technical support engineers; establish clear expectations, career paths, succession plans, and a culture of accountability, learning, and customer advocacy. · Own support performance and customer outcomes, including service-level attainment, response and resolution times, backlog health, customer satisfaction, quality, productivity, and escal
Extracted skills: sql, aws, azure, docker, kubernetes, machine learning, sales, customer success, security, operations