Director of Global Support

Company Overview: Windward is the leading Maritime AI™ company dedicated to maritime risk and transforming industries through advanced Generative AI (GenAI) tools and cutting-edge automation technologies. Our solutions empower Public sector, trading & shipping and supply chain organizations globally to achieve operational efficiency, superior customer experience, enabling proactive decision-making and operational excellence.

Position Overview: As Director of Global Technical Support, you will lead our global technical support team, focusing on delivering exceptional service related to our products and solutions. Your leadership will ensure high customer satisfaction, efficient resolution of technical issues, and strategic development of support infrastructure leveraging automation and GenAI.You will be expected to be proficient in technical support best practices and bring them to our company.

Location: Tel Aviv, Israel, hybrid role (3 days a week from the office).

Key Responsibilities:

• Lead and strategically manage a global technical support team, overseeing day-to-day operations and long-term support strategy.
• Develop and implement automated support solutions and integrate advanced GenAI tools to streamline operations and enhance customer interactions.
• Serve as a senior escalation point, providing expert guidance on complex technical issues related to our products and solutions.
• Collaborate closely with R&D, Product Management, Customer Success, and Sales teams to align technical support operations with product development and customer requirements.
• Foster continuous improvement through advanced analytics, KPI’s, customer feedback, and innovative support methodologies.
• Define and ensure adherence to Service Level Agreements (SLAs), maintaining superior levels of customer satisfaction globally.
• Develop and manage internal and external knowledge bases, documentation, and training programs centered around GenAI and automation.
• Drive team development through effective coaching, mentoring, and performance management practices.

Requirements:

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related fields; Master's degree preferred.
• At least 5 years of experience in technical support within a global SaaS or technology-driven environment.
• Minimum 3 years in a leadership or managerial position, demonstrating expertise in team building, coaching, and performance management. Experience managing team leaders - must.
• Proven experience and deep interest in Generative AI (GenAI), automation technologies, and AI-driven tools.
• Strong technical expertise, including experience with APIs, databases (SQL, MongoDB, GraphQL), and scripting languages (Python, JavaScript).
• Excellent organizational, analytical, and problem-solving skills with the ability to handle multiple projects concurrently.
• Exceptional communication, interpersonal, and leadership skills capable of interacting effectively across all organizational levels.
• Experience using customer support systems (Salesforce, Freshdesk, Jira, etc.) and leveraging data analytics for operational improvement.
• Fluent in English; proficiency in additional languages beneficial.
• Willingness to travel internationally