Director, Global Customer Support – Field Operations

• Own customer and field support
• Manage complex customer escalations and critical support cases
• Work directly with customers and field crews on construction sites
• Ensure customers can successfully deploy and operate Mechasys technology
• Identify recurring issues and turn them into actionable improvements for product, engineering, and operations
• Develop and implement Tier 1, Tier 2, and Tier 3 support structures
• Define escalation paths, responsibilities, and service standards
• Build SOPs, troubleshooting guides, onboarding documentation, and internal knowledge resources
• Create repeatable and scalable processes to reduce dependency on ad hoc support
• Define and track support metrics such as time to resolution and first response time
• Evaluate and optimize the support technology stack and workflows
• Use support data and customer feedback to identify systemic product and operations issues
• Define the future support-team structure based on customer growth
• Recruit, train, and develop support talent
• Build the operating model for customers across multiple regions and time zones
• Establish scalable global coverage while maintaining technical expertise and customer experience
• Establish a clear Tier 1, Tier 2, and Tier 3 support model within the first 12 months
• Create scalable support playbooks and operating processes
• Establish baseline service and performance metrics
• Clarify interfaces with engineering, product, and customer success
• Define the team and infrastructure required for the next stage of growth

• 10+ years of experience in technical support, customer operations, field operations or related functions
• Demonstrated experience in building or scaling a technical support team
• Proven player-coach, comfortable resolving customer issues while building processes and teams
• Strong technical aptitude and ability to work efficiently with engineering and product teams
• Experience supporting complex hardware, software, or tech products
• Strong operational skills with the ability to turn recurring problems into structured processes
• Experience working in an international environment
• Excellent written and verbal communication skills in English
• Located in Europe and willing to travel regularly for customer, field site, and team syncs, up to 30–40% travel
• Experience in construction technology, geospatial technology, or field operations
• Familiarity with robotic total stations, GNSS, or other surveying equipment
• Understanding of CAD/BIM workflows and tools such as Revit or AutoCAD
• Experience working on construction sites
• Experience building support models or managing distributed teams

• Equity / Stock Options
• Health Insurance