Director, Global Customer Support – Field Operations

This is a fully remote position, open to applicants in France.

📋 Description

• Take ownership of customer and field support initiatives.

• Handle complex customer escalations and critical support cases effectively.

• Collaborate directly with customers and field teams on construction sites.

• Ensure successful deployment and operation of Mechasys technology by customers.

• Identify recurring issues and transform them into actionable improvements for product, engineering, and operations.

• Develop and implement a structured support framework encompassing Tier 1, Tier 2, and Tier 3 levels.

• Define escalation paths, roles, and service standards clearly.

• Create Standard Operating Procedures (SOPs), troubleshooting guides, onboarding documentation, and internal knowledge resources.

• Develop repeatable and scalable processes to minimize reliance on ad hoc support.

• Define and monitor support metrics, such as time to resolution and first response time.

• Assess and optimize the support technology stack and workflows.

• Utilize support data and customer feedback to pinpoint systemic product and operational issues.

• Design the future structure of the support team in response to customer growth.

• Recruit, train, and nurture support talent.

• Establish the operating model for customers across various regions and time zones.

• Provide scalable global coverage while upholding technical expertise and customer experience.

• Set up a clear Tier 1, Tier 2, and Tier 3 support model within the first year.

• Create scalable support playbooks and operational processes.

• Establish baseline service and performance metrics.

• Clarify interactions with engineering, product, and customer success teams.

• Define the team and infrastructure necessary for the next growth phase.

⛳️ Requirements

• Over 10 years of experience in technical support, customer operations, field operations, or similar roles.

• Proven track record in building or scaling a technical support team.

• Experienced player-coach, adept at resolving customer issues while developing processes and teams.

• Strong technical aptitude with the ability to collaborate effectively with engineering and product teams.

• Background in supporting complex hardware, software, or technology products.

• Excellent operational skills to convert recurring issues into structured processes.

• Experience in an international work environment.

• Outstanding written and verbal communication skills in English.

• Based in Europe and open to regular travel for customer, field site, and team syncs, with travel expectations of 30–40%.

• Familiarity with construction technology, geospatial technology, or field operations.

• Knowledge of 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.

• Proven experience in building support models or managing distributed teams.

🏝️ Benefits

• Equity / Stock Options

• Health Insurance