Director of Customer Support

The role

The Director of Customer Support will lead the strategy, operating model, and performance of the customer support function. This leader will manage support managers and technical professionals to deliver a high-quality experience for customers using Litmus Edge and Litmus Edge Manager.

What you will do

• Set the global customer support strategy, operating model, service standards, and multi-year roadmap.
• Lead, coach, and develop support managers, team leads, analysts, and technical support engineers.
• Own support performance and customer outcomes including service-level attainment and customer satisfaction.
• Design scalable follow-the-sun coverage, workforce capacity, and escalation practices.
• Serve as the executive escalation leader for critical customer issues.
• Partner with Engineering and Product to improve defect triage, bug management, and product quality.
• Partner with Customer Success and Technical Delivery to create seamless handoffs across the customer lifecycle.
• Establish a data-driven operating cadence with dashboards and forecasts.
• Build and maintain scalable knowledge-management, self-service, and enablement programs.
• Own the support technology ecosystem and process governance.

Required qualifications

• 10+ years of progressive experience in B2B software, enterprise technology, or technical customer support.
• 5+ years leading managers and geographically distributed support teams.
• Demonstrated success building or scaling a customer support organization serving complex enterprise customers.
• Strong command of support operations including service-level management, escalations, and workforce planning.
• Experience using customer support platforms such as Zendesk and analytics tools.
• Proven ability to lead high-impact customer escalations.
• Excellent people leadership, coaching, organizational design, and change-management skills.
• Strong cross-functional influence and executive communication skills.
• Working technical fluency across SaaS and/or edge software, Linux, networking, APIs, databases, cloud environments, containers, security certificates, and troubleshooting concepts.
• 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.

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.
• Relevant technical, support, project-management, or cloud certification.

About the company

Litmus is a growth-stage software company building the data foundation that powers industrial AI. The platform helps manufacturers access, structure, and use real-time data from machines, systems, and sensors at the edge.