Senior Technical Director

Description :

About Cognite.

Embark on a transformative journey with Cognite, a global SaaS forerunner in leveraging AI and data to unravel complex business challenges through our cutting-edge offerings including Cognite Atlas AI, an industrial agent workbench, and the Cognite Data Fusion (CDF) platform.

We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms & Cognite was recognized as 2024 Microsoft Energy and Resources Partner of the Year.

In the realm of industrial digital transformation, we stand at the forefront, reshaping the future of Oil & Gas, Chemicals, Pharma and other Manufacturing and Energy sectors.

Join us in this venture where AI and data meet ingenuity, and together, we forge the path to a smarter, more connected industrial future.

Role Summary :

Cognite is seeking a strategic and execution-focused leader to scale our Global Customer Support Organization.

This role is pivotal to delivering a world-class, customer-obsessed, and operationally excellent support function that meets the needs of enterprise clients across industries and time zones.

As the Senior Director of Global Customer Support, you will lead global support delivery across internal teams and strategic partners.

You will own operational strategy, governance, escalations, and partner performance while driving continuous improvement, service reliability, and measurable customer outcomes.

Key Responsibilities :

- Support Strategy & Operating Model Define and execute a scalable global support model aligned with Product, Engineering, Customer Success, and Commercial teams.

- Operational Excellence Lead 247 support delivery with tiered models, SLAs, and escalation protocols; ensure consistent quality across regions and channels.

- Partner & Vendor Management Govern strategic partners with clear frameworks for SLA/OLA compliance, quality, productivity, budget optimization, and QBRs.

- Incident & Escalation Management Oversee high-priority case handling, root-cause analysis, and act as the executive escalation point for enterprise customers.

- Process, Governance & Tooling Implement ITIL practices across incident, problem, and change management; drive automation, monitoring, and knowledge management.

- Measurement & Performance Visibility Define and track KPIs (CSAT/NPS, SLA compliance, MTTR, backlog trends, partner performance); deliver executive dashboards.

- Leadership & Culture Recruit, mentor, and lead a global team (Bengaluru hub regional coverage); foster a culture of customer-centricity, ownership, urgency, and continuous improvement.

Qualifications :

- 15 years of leadership experience in global technical support, enterprise operations, or service delivery within SaaS, cloud, or industrial software companies.

- Proven success managing outsourced support partners and hybrid delivery models at scale.

- Strong background in enterprise-grade L1L3 support, high-severity incident handling, and global coverage.

- Deep experience with ITIL practices, SLAs/OLAs, escalation systems, and support analytics.

- Demonstrated ability to collaborate across Product, Engineering, Sales, and Customer Success functions.

- Strong stakeholder influence and customer engagement capabilities, including executive-level escalations.

- Experience building, mentoring, and scaling distributed teams with a focus on operational maturity and accountability.

- Join the global Cognite community .

- Join an organization of 70 different nationalities with Diversity, Equality and Inclusion (DEI) in focus .

Office location Rathi Legacy (Rohan Tech Park ) Hoodi (Bengaluru).

Why choose Cognite ?

Join us in making a real and lasting impact in one of the most exciting and fastest-growing new software companies in the world.

We have repeatedly demonstrated that digital transformation, when anchored on strong DataOps, drives business value and sustainability for clients and allows front-line workers, as well as domain experts, to make better decisions every single day.

We were recognized as one of CNBC's top global enterprise technology startups powering digital transformation And just recently, Frost & Sullivan named Cognite a Technology Innovation Leader Most recently Cognite Data Fusion Achieved Industry First DNV Compliance for Digital Twins .