The Role
Lead and scale a 24x7 global technical support organization for software and hardware products. Define strategy, SLAs, KPIs, and knowledge bases; drive automation, AI tools, and digital transformation; use analytics to improve performance; own technical escalations with R&D and Product; recruit and develop distributed teams across regions while ensuring high service quality for enterprise automotive and fleet customers.
Summary Generated by Built In
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
Requirements
What will you enjoy?
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.
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.
Skills Required
- 5+ years leading global technical or customer support operations for software and hardware products with ownership of KPIs, SLAs, and CSAT
- Proven track record building support processes, playbooks, tools, and knowledge bases to 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, connected devices)
- Automotive, fleet, or telematics experience
- Track record partnering cross-functionally with R&D, Product, and Customer Success
- Experience leading distributed, multicultural teams across global time zones
- Relevant academic degree (e.g., Industrial Engineering, Business Administration, Information Systems, Computer Science, or related)
- Fluent in English (written and verbal); additional languages are an advantage
- Hands-on technical aptitude across software, hardware, cloud platforms, APIs, and connected/IoT systems
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The Company
What We Do
Questar Auto Technologies is a predictive vehicle health company introducing cutting-edge AI technology for automotive. Our technology consists of AI-based analytics software, advanced telematics, and years of accumulated data and intimate familiarity with automotive pain points. Questar uses unique prediction models that will provide accurate prognosis of future vehicle health events before they affect our customers – automakers, Tier 1 suppliers, and fleets, and help them unlock the value of vehicle data. These deep insights will change the way fleets are managed, optimize expenditure, increase operational efficiency and safety with a clear and aggressive ROI.
