Full Job Description
About the Role
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.
What You'll Do
• 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 escalation effectiveness.
• Design scalable follow-the-sun coverage, workforce capacity, case-routing, severity, escalation, and incident communication practices appropriate for enterprise and industrial customers.
• Serve as the executive escalation leader for critical customer issues; coordinate technical response, stakeholder communication, root-cause follow-up, and corrective actions while maintaining customer confidence.
• Partner with Engineering and Product to improve defect triage, bug management, problem management, release readiness, product quality, supportability, and closed-loop voice-of-customer processes.
• Partner with Customer Success and Technical Delivery to create seamless handoffs across onboarding, implementation, adoption, support, and renewal, with clear ownership throughout the customer lifecycle.
• Establish a data-driven operating cadence with dashboards, forecasts, business reviews, and actionable insights for executive stakeholders; translate trends into staffing, process, tooling, and product recommendations.
• Build and maintain scalable knowledge-management, self-service, case-deflection, and enablement programs in partnership with Learning & Development and subject-matter experts.
• Own the support technology ecosystem and process governance, including Zendesk or equivalent platforms, reporting, automation, integrations, and responsible adoption of AI-assisted support capabilities.
• Define and manage the support budget, headcount plan, vendor relationships, and investments; balance customer impact, team sustainability, risk, and operational efficiency.
• Ensure support practices meet applicable security, privacy, compliance, business continuity, and customer-commitment requirements.
• Maintain sufficient familiarity with the Litmus product portfolio and relevant technologies to challenge assumptions, guide prioritization, and support effective decision-making during complex issues.
What You'll Bring - Must Have
• 10+ years of progressive experience in B2B software, enterprise technology, or technical customer support, including 5+ years leading managers and geographically distributed support teams.
• Demonstrated success building or scaling a customer support organization serving complex enterprise customers, with measurable improvements in service quality, customer satisfaction, operational efficiency, or team performance.
• Strong command of support operations, including service-level management, case and backlog management, severity models, escalations, major incidents, quality programs, knowledge management, workforce planning, and continuous improvement.
• Experience using customer support platforms such as Zendesk and analytics tools to define metrics, identify trends, forecast demand, and drive executive decisions.
• Proven ability to lead high-impact customer escalations with composure, sound judgment, transparent communication, and disciplined follow-through.
• Excellent people leadership, coaching, organizational design, and change-management skills, with a record of developing leaders and building inclusive, high-performing teams.
• Strong cross-functional influence and executive communication skills; able to align Product, Engineering, Customer Success, Technical Delivery, Sales, and other stakeholders around customer outcomes.
• Working technical fluency across SaaS and/or edge software, Linux, networking, APIs, databases, cloud environments, containers, security certificates, and troubleshooting concepts; able to engage credibly without being the primary hands-on resolver.
• Strong critical thinking, prioritization, process design, relationship-building, active listening, and written and verbal communication skills.
• Bachelor's degree in business, computer science, engineering, information systems, or a related discipline, or equivalent practical experience.
• Ability to work from Toronto, Ontario, Canada in accordance with Litmus Automation's workplace expectations and to travel occasionally for customer or team needs.
What You'll Bring - Nice to Have
• Experience supporting industrial software, edge computing, Industrial Internet of Things (IIoT), manufacturing, operational technology, or Industry 4.0 customers.
• Familiarity with Litmus Edge, Litmus Edge Manager, or comparable edge management, data integration, device connectivity, analytics, and application-orchestration platforms.
• Knowledge of industrial protocols and environments such as OPC UA/DA, MQTT, Kafka, PLCs, SCADA, MES, historians, and the Purdue model.
• Experience with cloud and infrastructure technologies such as Microsoft Azure, AWS, Google Cloud, Docker, Kubernetes, VMware, Hyper-V, KVM, SQL, InfluxDB, and certificate management.
• Experience leading 24/7 or follow-the-sun support operations and working with enterprise support tiers, premium support offerings, or globally distributed customers.
• Background in customer education, support certification, knowledge-centred service (KCS), ITIL, Lean, Six Sigma, or another structured continuous-improvement approach.
• Experience introducing self-service, automation, or AI capabilities while maintaining quality, security, governance, and a strong human customer experience.
• Relevant technical, support, project-management, or cloud certification.
