#2026-O-0006 Director of Support

Director Support EMEA & APAC

Bangalore India

Who we are:

INVIDI Technologies Corporation is the worlds leading developer of software transforming television all over the world. Our two-time Emmy Award-winning technology is widely deployed by cable satellite and telco operators. We provide a device-agnostic solution delivering ads to the right household no matter what program or network youre watching how youre watching or whether youre in front of your TV laptop cell phone or any other device. INVIDI created the multi-billion-dollar addressable television business that today is growing rapidly globally.

INVIDI is right at the heart of the very exciting and fast-paced world of commercial television; companies benefiting from our software include DirecTV Dish Network and Verizon networks such as CBS/Viacom and A&E advertising agencies such as Ogilvy and Publicis and advertisers such as Chevrolet and Allstate.

INVIDIs world-class technology solutions are known for their flexibility and adaptability. These traits allow INVIDI partners to transform their video content delivery network revamping legacy systems without significant capital or hardware investments. Our clients count on us to provide superior capabilities excellent service and ease of use.

The goal of developing a unified video ad tech platform is a big one and the right Director of Support--like you--flourish in INVIDIs creative inspiring and supportive culture.

About the role:

You should be an experienced responsible individual that has strong experience leading Customer and/or Application Support teams that use complex problem-solving skills to resolve issues. The ideal candidate is a self-driven quick-study who is an out-of-the-box thinker and natural problem solver with excellent communication and leadership skills.

You will be leading and managing a team of energized and driven support engineers who have a deep knowledge of our products and clients. You and your team will become experts in all aspects of the product(s) and provide professional courteous and timely support for all issues reported. You will also assist with implementation and configurations processes.

Key responsibilities:

• Oversee day-to-day technical support operations including direct engagement in complex or high-impact customer issues when required.
• Ensure all Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are consistently met or exceeded.
• Monitor support performance metrics and implement corrective actions to maintain service quality and responsiveness.
• Present quarterly Support performance metrics KPIs and strategic initiatives to Sr. VP of Deployment Management.
• Establish and communicate clear departmental objectives aligned with company goals.
• Develop and execute operational plans to achieve performance efficiency and customer satisfaction targets.
• Optimize resource allocation to ensure effective coverage and productivity; provide data-driven justification for additional staffing or tool investments as needed.
• Drive adoption and optimization of monitoring management and support tooling.
• Act as executive escalation point for high-priority customer issues to ensure timely and satisfactory resolution.
• Build and maintain strong relationships with operational and technical stakeholders at key customer accounts and internal teams.
• Lead customer-facing presentations on customer support initiatives trends product updates and service performance.
• Foster a culture of continuous improvement focused on process efficiency service quality and customer experience.
• Partner proactively with Product and Development to address recurring issues improve quality and enhance internal support tools.
• Provide structure feedback loops from Support to Product to influence roadmap and defect prioritization.
• Recruit develop and retain high-performing support professionals.
• Provide ongoing coaching and performance management to maximize team effectiveness.
• Resolve escalated personnel matters and maintain a posiive accountable team culture.
• Ensure team adherence to INVIDI standard IT service management framewors and best practices.

You must have:

• Bachelors degree in a related field or equivalent experience
• Minimum of 7-10 years of support experience with 4 years managing support teams
• Demonstrated knowledge of technical management information analysis and integration of complex systems.
• Ability to manage and evaluate staff.
• Time management skills - must be self-motivated and able to multitask.
• Demonstrated ability to develop creative solutions to complex problems.
• Ability to work with multiple customers and situations simultaneously.
• Be available outside regular business hours to support team members for escalated customer issues.
• Experience supporting cloud-based SaaS products.
• Experience using monitoring tools web technologies and platforms

Nice-to-have technical skills:

• Experience with scripting languages and cloud-based technologies
• Experience with relational databases.

Nice-to-have experience:

• Experience with video advertising and ad serving.
• Experience working in AGILE environment.
• Experience with Atlassian products (Jira Confluence etc.).

Physical Requirements:

• INVIDI is a conscious clean well-organized and supportive office environment.
• Prolonged periods of sitting at a desk and working on a computer are normal.

Salary Range Disclaimer:

Salary is commensurate with experience skills and education.

Equal Opportunities and Accommodations Statement

INVIDI is proud to be an equal opportunity employer seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression family status marital status sexual orientation national origin genetics neurodiversity disability age or veteran status or any other non-merit based or legally protected grounds. INVIDI is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation please contact Human Resources by email at at least one week in advance of your interview.

Note:

• Final candidates must successful pass INVIDIs background screening requirements.
• Final candidates must be legally authorized to work in India

Ready to join our team Apply today!

Required Experience:

Director