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MaintainX, now part of Autodesk Operations Solutions, is a mobile-first work execution platform serving 13,000+ customers including Duracell, McDonald's, Shell, DHL, and Volvo. This is MaintainX's first EMEA-based customer support management role, establishing the European support operation.
You will lead a distributed Level 2 support team of approximately seven specialists, including the first two European hires and existing North American team members. Working in close partnership with the North American L2 manager, you will establish consistent customer support, technical standards, and development opportunities across regions.
Key responsibilities include:
- Owning triage and cross-regional handoffs with clear risk criteria, named owners, and escalation paths
- Building EMEA onboarding and self-paced training to enable new hires to progress independently
- Stepping into CSM and escalation conversations with enterprise customers, setting expectations and delivering solutions
- Analyzing case trends and DSAT to identify recurring problems and bringing evidence-based recommendations to Product and Engineering
- Using regular coaching and operating reviews to assess performance, development, retention, and capacity risks
- Planning regional coverage, balancing queue demand, strategic commitments, and maintaining clear escalation coverage during EMEA hours
Within 90 days, you will understand each team member's responsibilities and development needs, establish a coaching rhythm, implement clear regional handoffs, and deliver an initial process improvement. You'll work standard daytime hours (9am-5pm) in Dublin, with initial schedule flexibility to overlap with the North American team during onboarding.
You'll work within Autodesk's broader strategy to converge design, make, and operate into one continuous lifecycle. The role emphasizes hands-on leadership, process ownership, and the ability to turn ambiguity into clear priorities.
REQUIREMENTS:
- Technical credibility: sufficient depth to triage cases, coach, and make sound decisions; API fluency strongly preferred
- Substantial experience managing experienced technical specialists in complex B2B software support
- Proven people leadership: run regular, tailored 1:1s with agreed actions and follow-up; provide concrete examples of people you've helped grow and advance
- Accountability: set clear expectations, address performance concerns promptly and fairly
- Independent judgment: turn ambiguity into clear priorities and practical recommendations
- Process ownership: experience leading support across regions or operating a follow-the-sun model, with clear ownership of case prioritization, escalations, and continuity
- Trust and influence: earn credibility with veteran specialists and new hires; resolve competing priorities across Support, Engineering, Product, and CS using data
- Active use of AI and automation to improve analysis, documentation, and workflows
- Experience at both large enterprises and startups
- Hands-on experience building reports and working with customer service platforms such as Zendesk
- Experience with workforce management tools such as Assembled
- Experience with QA tooling such as Intryc
- Experience with ticket escalation software such as JIRA, Linear, or Pluno AI
