SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Litmus Automation is building the data foundation that powers industrial AI, enabling manufacturers to access, structure, and use real-time data from machines, systems, and sensors at the edge. The company's platform sits at the intersection of edge computing, AI, and industrial operations, trusted by global manufacturers and partners including Google, Microsoft, Dell, Oracle, and Mitsubishi.
As Director of Customer Support, you will lead the strategy, operating model, and performance of the customer support function. You will be accountable for delivering consistent, high-quality support experiences for customers using Litmus Edge and Litmus Edge Manager across complex industrial and enterprise environments.
You will lead support managers and technical support professionals, establish scalable processes and service standards, and partner closely with Engineering, Product, Customer Success, Technical Delivery, Sales, and Learning & Development. Key responsibilities include:
• Setting global customer support strategy, operating model, service standards, and multi-year roadmap aligned with company growth and customer experience goals
• Leading, coaching, and developing support managers, team leads, analysts, and technical support engineers; establishing clear expectations, career paths, succession plans, and a culture of accountability and learning
• Owning support performance and customer outcomes, including service-level attainment, response and resolution times, backlog health, customer satisfaction, quality, productivity, and escalation effectiveness
• Designing scalable follow-the-sun coverage, workforce capacity, case-routing, severity, escalation, and incident communication practices for enterprise and industrial customers
• Serving as executive escalation leader for critical customer issues; coordinating technical response, stakeholder communication, root-cause follow-up, and corrective actions
• Partnering with Engineering and Product to improve defect triage, bug management, problem management, release readiness, product quality, and voice-of-customer processes
• Partnering with Customer Success and Technical Delivery to create seamless handoffs across the customer lifecycle
• Establishing data-driven operating cadence with dashboards, forecasts, business reviews, and actionable insights for executive stakeholders
• Building and maintaining scalable knowledge-management, self-service, case-deflection, and enablement programs
• Owning the support technology ecosystem and process governance, including Zendesk or equivalent platforms, reporting, automation, integrations, and AI-assisted support capabilities
• Defining and managing the support budget, headcount plan, vendor relationships, and investments
• Ensuring support practices meet applicable security, privacy, compliance, business continuity, and customer-commitment requirements
• Maintaining sufficient familiarity with Litmus product portfolio and relevant technologies to guide prioritization and support effective decision-making during complex issues
REQUIREMENTS:
Must Have:
• 10+ years of progressive experience in B2B software, enterprise technology, or technical customer support, including 5+ years leading managers and geographically distributed support teams
• Demonstrated success building or scaling a customer support organization serving complex enterprise customers, with measurable improvements in service quality, customer satisfaction, operational efficiency, or team performance
• Strong command of support operations, including service-level management, case and backlog management, severity models, escalations, major incidents, quality programs, knowledge management, workforce planning, and continuous improvement
• Experience using customer support platforms such as Zendesk and analytics tools to define metrics, identify trends, forecast demand, and drive executive decisions
• Proven ability to lead high-impact customer escalations with composure, sound judgment, transparent communication, and disciplined follow-through
• Excellent people leadership, coaching, organizational design, and change-management skills, with a record of developing leaders and building inclusive, high-performing teams
• Strong cross-functional influence and executive communication skills; able to align Product, Engineering, Customer Success, Technical Delivery, Sales, and other stakeholders around customer outcomes
• Working technical fluency across SaaS and/or edge software, Linux, networking, APIs, databases, cloud environments, containers, security certificates, and troubleshooting concepts; able to engage credibly without being the primary hands-on resolver
• 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 in accordance with Litmus Automation's workplace expectations and to travel occasionally for customer or team needs
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 while maintaining quality, security, governance, and a strong human customer experience
• Relevant technical, support, project-management, or cloud certification
