Director, Global Customer Support and Field Operations

About the Role

Mechasys is looking for a senior, hands-on leader to build a scale of our global customer support and field operations function.

As the company grows, you will build the team, the global structure, and progressively shift from direct execution toward leadership and scale. The right person is a builder and a “doer”. He/She can solve today’s problems while designing the support we will need tomorrow.

Key Responsibilities

You will 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 our technology
• Identify recurring issues and turn them into actionable improvements for product, engineering, and operations.

You will build the global support model

• Develop and implement a clear Tier 1, Tier 2, and Tier 3 support structure
• Define escalation paths, responsibilities, and service standards
• Build SOPs, troubleshooting guides, onboarding docs, and internal knowledge resources
• Create repeatable and scalable processes to reduce dependency on ad hoc support

You will define the operating infrastructure

• Define and track key support metrics (e.g., time to resolution, first response time)
• Evaluate and optimize the support tech stack and workflows
• Use support data and customer feedback to identify systemic product and ops issues

You will scale the organization globally

• Define the future structure of the support team based on customer growth
• Recruit, train, and develop support talent
• Build the operating model required to support customers across multiple regions/time zones
• Establish scalable global coverage while maintaining a high level of technical expertise and customer experience

What We Are Looking For

• 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 (additional languages are a plus)
• Located in Europe and willing to travel regularly for customer, field site, and team syncs (up to 30–40% travel, adhering to standard economy travel policies)

Strong Assets

• 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

What Success Looks Like (In the First 12 Months)

• Establish a clear Tier 1, Tier 2, Tier 3 support model
• Fully understand the most important customer and field issues
• Create the first 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

Why Mechasys

An opportunity to build a critical global function from the ground up, work directly with customers and our solution, and shape how Mechasys supports its customers as the company continues to grow.

Benefits

• Base Salary (Gross Annual): €100,000 - €120,000
• Equity / Stock Options
• Health Insurance

Salary: €100,000 to €120,000

Originally posted on Himalayas