Global Support Manager

Overview We are seeking a highly skilled and dynamic Global Support Manager to lead and evolve our customer and technical support center operations. This role requires a strategic leader with strong technical acumen and a hands-on, support-oriented mindset who can manage performance, drive innovation, and enhance the overall customer experience across a multidisciplinary environment (software, hardware, and support). Experience in the vehicle market and the ability to operate within complex organizations and product ecosystems is a strong advantage. Key Responsibilities Own & Scale Global Technical Support Operations Lead and scale a 24x7 global technical support organization, setting the strategy, structure, and standards that keep operations running smoothly across regions. Build the processes, playbooks, and knowledge base that give the team the skills and tools to resolve issues directly at the front line, minimizing unnecessary escalations to R&D. Set and continuously raise the bar on service quality and SLAs, balancing global consistency with local and customer-specific needs. Drive Innovation & Automation Champion the adoption of automation, self-service, and AI-powered tools — from smart triage and predictive diagnostics to chatbots — to speed up resolution and reduce manual effort. Lead digital transformation initiatives that make the support organization leaner, faster, and more scalable as the customer base grows. Continuously evaluate emerging technologies and vendors, and drive their integration across support systems and workflows. Own Performance, Data & Continuous Improvement Define and own the KPIs, SLAs, and quality metrics that measure support performance, using analytics to identify root causes and drive measurable improvement. Turn operational data into insight — reporting trends to leadership and translating findings into process, tooling, and staffing decisions. Partner Across R&D, Product & Customer Success Act as the technical escalation owner: partner closely with R&D and Product to resolve complex issues fast, and feed field insights back into the roadmap. Work hand-in-hand with Customer Success to align on customer health and deliver a proactive, seamless support experience for global enterprise accounts. Recruit, coach, and develop a technical support team spanning multiple regions and time zones, building a culture of ownership, curiosity, and continuous learning.   Lead with composure through pressure and ambiguity — a 24x7 global operation, demanding enterprise customers, and a fast-moving product — keeping a multicultural team aligned and effective. Drive organizational change and ensure smooth adoption of new tools, processes, and ways of working. Requirements Experience 5+ years leading global technical support or customer support operations for software and hardware products, with direct ownership of KPIs, SLAs, and CSAT. Proven track record building support processes, tools, and knowledge bases that resolve issues at the front line and minimize R&D escalations. Hands-on experience with automation, AI-driven support tools, chatbots, and self-service platforms, from evaluation through rollout. Strong analytical skills, using operational data and KPIs to drive measurable service improvements. Experience managing enterprise or Tier 1 customers across multi-technology products (SaaS, cloud, APIs, IoT, or connected devices); automotive, fleet, or telematics experience is a strong advantage. Track record partnering cross-functionally with R&D, Product, and Customer Success, and leading distributed, multicultural teams across global time zones. Relevant academic degree (e.g., Industrial Engineering, Business Administration, Information Systems, Computer Science, or a related field).   Skills Hands-on technical aptitude across software, hardware, cloud platforms, APIs, and connected/IoT systems. Strong affinity for AI, automation, and modern support tooling, with genuine curiosity to adopt new technology. Data-driven mindset, comfortable using KPIs and analytics to guide decisions and drive improvement. Excellent leadership, communication, and stakeholder management across global, multicultural teams. Resilient under pressure, with a customer-first, service-oriented mindset. Fluent in English (written and verbal); additional languages are an advantage. What will you enjoy? Working in a successful leading company in the growing automotive industry A dynamic, energetic, and supportive work environment Cutting-edge technologies Being exposed to and working with a variety of interfaces and customers Meeting complex project requirements for customers across the globe Flexible & Hybrid work environment Who we are? Questar Auto Technologies is a company at the forefront of the automotive industry, introducing innovative AI technology for predictive vehicle health & Driver behavior. We help our clients in the automotive sector, including automakers and fleet operators, to unlock the value of their vehicle data and make informed decision through insights delivered to them through our systems. Our solution combines cutting-edge AI-based analytics software, advanced data analytics, and extensive experience in the commercial vehicles industry telematics. By performing deep learning both onboard vehicles and in the cloud, Questar's technology can predict potential issues before they occur, enabling proactive management of maintenance, drivers, and mission, reducing TCO. Questar's system is deployed in 20 countries, and some of the largest OEMs and Tier 1 suppliers are among our customers.