Vice President , Technical Support, APAC

Job Description

Job Title: Vice President - Technical Support APAC

Location: Brisbane / Singapore

Employment type: Full-time regular

Benefits: Competitive package with an attractive bonus incentive plan regionally specific benefits ranging from above the norm paid vacation contributions to retirement investment plans or pensions insurances and a many other memberships and perks designed to enhance the workplace experience your health and wellbeing.

The job

The Vice President Technical Support provides executive leadership for the day-to-day performance operational rigor and continuous improvement of the APAC Technical Support organization. This role is accountable for delivering high-quality predictable support outcomes that protect revenue strengthen customer trust and enable long-term retention and growth across the region.

As a core member of the APAC Commercial Leadership Team this role shapes and executes regional commercial strategy ensuring Technical Support is fully aligned with customer outcomes renewal performance and expansion priorities. The VP serves as the senior APAC authority for support operations escalations and major incidents.

In addition this role owns the operational transformation of APAC Technical Support into an AI-ready organization ensuring that processes data tools governance and skills are designed to safely and effectively adopt automation AI assisted support and self-service at scale.

Principle Accountabilities:

Operational Leadership

• Own APAC support operations ensuring consistent execution of global support processes and standards.
• Drive accountability for daily performance across SLAs backlog response times and resolution quality.
• Lead regular operational reviews (weekly monthly quarterly) focused on performance risks and improvement actions.

Incident & Escalation Management

• Act as the senior APAC escalation point for critical customer issues and major incidents.
• Ensure disciplined incident management customer communication root cause analysis and corrective actions.
• Partner with the Product organization to drive timely resolution and prevention of recurring issues.

Team & People Management

• Lead and develop APAC Tech Support Team Leads.
• Drive clear role ownership performance management and succession planning.
• Ensure teams are equipped with the skills required to operate in an increasingly automated and AI-enabled environment.
• Foster a culture of operational excellence accountability and continuous improvement.

Performance Management & Metrics

• Own APAC KPIs including SLA attainment CSAT backlog health escalation trends and cost efficiency.
• Use data to identify operational bottlenecks regional risks and improvement opportunities.
• Ensure accurate forecasting for demand staffing and capacity planning.
• Provide clear actionable reporting to commercial leadership.

AI Readiness & Support Transformation

• Lead the operational transformation of APAC Technical Support into an AI-ready organization.
• Ensure support data (case quality categorization knowledge content) is structured accurate and usable for automation and AI initiatives.
• Drive process standardization required to enable AI-assisted workflows and self-service capabilities.
• Define clear success metrics for AI adoption (e.g. deflection productivity resolution quality).
• Ensure responsible secure and compliant use of AI within support operations.

Commercial & Cross-Functional Leadership

• Actively contribute as a member of the APAC Commercial Leadership Team.
• Align support priorities with regional revenue retention expansion and customer satisfaction goals.
• Partner with Sales and Customer Success leadership on strategic accounts and customer outcomes.
• Represent APAC Support in regional planning forecasting and executive decision-making.

Ideal Experience:

• Understanding of AVEVAs products customers and support operations.
• Proven operational leadership within a technical environment.
• Strong incident escalation and cross-functional coordination experience.
• Data-driven mindset with experience driving process and tooling improvements.
• Ability to operate effectively as part of a regional commercial leadership team.
• Clear concise communicator at executive and operational levels.

Commercial at AVEVA

Our Commercial team comprised of over 2000 dedicated colleagues is the backbone of our customer relationships and business growth. From industry experts and solution architects to sales support success managers and business operations everyone shares a common goal: to deeply understand our customers needs and deliver tailored solutions.

If youre passionate about driving growth tackling complex business challenges and fostering strong customer relationships youll find success and fulfilment in our Commercial team.

Find out more: requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may subject to those laws include proof of educational attainment employment history verification proof of work authorization criminal records identity verification credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.