Director, Support Services - APJ

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A Little About Us 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. For more information, visit www.enterprisedb.com Director, Support Services - APJ EDB is seeking a transformational Director of Technical Support for the Asia Pacific & Japan (APJ) region, based in India. 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 APJ region. 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 reco

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