Posted 8 months ago

Global Technical Support Director

Raanana, IsraelOn-siteFull-time

AI Summary

Leads global post-sale support and training functions, defining KPIs, building a tiered support structure, and developing a comprehensive library of training content and certifications.

About this role

At D-Fend Solutions, our people are our greatest strength — and technology is our passion. Our team of innovators and subject matter experts, including veterans of elite military intelligence technology units, is transforming the way organizations protect themselves from drone threats.

As the global leader in cyber-takeover counter-drone technology, we design and deliver advanced, software-defined solutions that empower our customers to detect, take control, and safely land unauthorized drones — with precision and reliability.

Every day, we push the boundaries of innovation to meet real-world security challenges across industries and environments. We’re proud of our cutting-edge technology, our global reach, and the impact we make in securing the skies.

We’re seeking passionate professionals who thrive in a fast-paced, creative, and collaborative environment — those who want to be part of the next generation of airspace security innovation.

Join D-Fend Solutions and help make the world a safer place.

Become a D-Fender! Work with the world’s leading cyber-takeover counter-drone technology provider and shape the future of safe airspace.

Key Responsibilities:

Design and execute a cohesive global strategy for support and training, ensuring a seamless and consistent customer journey from initial onboarding to expert-level use.

Define and own all key performance indicators (KPIs) for both functions. Crucially, you will analyze support data to identify trends that should inform and prioritize the creation of new training content.

Design and manage a tiered global support organization that efficiently serves different customer segments and geographies with clear SLAs.

Oversee all support tools, including ticketing systems and knowledge bases, to enhance efficiency and the customer experience.

Continuously refine support workflows, escalation paths, and incident management processes to improve resolution times and customer satisfaction.

Lead the design, development, and maintenance of a comprehensive library of training content (e-learning, instructor-led courses, videos, documentation).

Design and manage global certification programs to validate expertise, create a skilled partner ecosystem, and provide a clear value path for customers.

Manage, mentor, and inspire a distributed team of support engineers, trainers, and frontline partners/subcontractors.

Build an integrated culture where the support and training teams collaborate closely, share insights, and operate as a single, unified enablement function.

Qualifications:

10+ years of experience in post-sale customer-facing roles, with at least 5+ years in a managerial position managing a global or multi-regional team.

Strong technical background and knowledge in RF and networking technologies (hands-on).

Significant leadership experience in Customer Support and Training is required. Deep exposure to and strategic understanding of the other domain is essential. Proven experience managing both functions is a strong plus.

Experience in a fast-paced, multi-disciplinary technology company (with a mix of hardware, software, or services) is essential.

Strong familiarity with support and learning technologies (LMS, Ticketing Systems, Knowledge Management).

A bachelor's degree is required; an MBA or other advanced degree in a relevant field is highly preferred.

Skills

AnalyticsCertification ProgramsCustomer SupportDocumentationE-learningGlobal Team LeadershipHardware Software ServicesIncident ManagementInstructor-led TrainingKnowledge ManagementKPIsLMSMulti-regional ManagementNetworkingRFTicketing SystemsTraining & EnablementVideos