Regional Support Manager

Secomea is at the center of Industrial IoT, Cybersecurity, and Remote Maintenance – currently top priorities across global manufacturing. We have over 8,000 customers, including some of the world's largest manufacturers and machine builders.

Founded in Denmark 17 years ago, Secomea has its HQ in Copenhagen and additional offices in China, Japan, and the USA.

Our mission is to revolutionize manufacturing by making it the most secure industry in the world. Our SaaS platform sets new standards for simplicity, scalability, and cybersecurity in OT connectivity.

The Role

We are looking for an experienced and customer-focused Regional Support Manager (EMEA) to take operational responsibility for regional support performance and people leadership.

In this role, you'll combine hands-on technical expertise with day-to-day leadership of a team of five dedicated support engineers. You'll ensure that customers receive outstanding service, the team performs efficiently, and support processes run smoothly — while maintaining a direct connection to technical challenges and escalations.

You'll work closely with the Director, Support & Operations, acting as their operational extension in the region. Your focus will be on execution, coordination, and customer satisfaction, enabling the Director to focus on the strategic direction of global support.

Key Responsibilities

• Lead and develop a regional team of five dedicated support engineers, including recruitment, onboarding, 1:1s, performance reviews, and team development.
• Manage daily operations and ensure effective handling of all customer support requests within agreed response and resolution time SLAs.
• Act as the primary point of escalation for critical incidents and coordinate resolution across departments.
• Handle complex or high-priority support cases personally to maintain strong technical insight and customer understanding.
• Drive a customer-centric mindset and ensure consistent, high-quality support experience across the region.
• Collaborate with Product, Engineering, Operations, Service Management, and Customer Success to resolve issues and improve workflows.
• Monitor and report on operational KPIs such as resolution time, backlog, customer satisfaction, and team engagement.
• Apply ITIL practices to ensure structure and service quality, while leveraging a DevOps mindset appropriate for Secomea's SaaS environment.
• Contribute to automation, documentation, and process maturity efforts to strengthen efficiency and scalability.
• Represent the EMEA support team within the global support organization, ensuring alignment on tools, processes, and service standards.

Who You Are

You are an engaged and people-oriented leader who enjoys balancing customer needs, team development, and hands-on problem solving.

You lead through trust, communication, and structure, and you thrive in a dynamic, international environment where collaboration and customer experience go hand in hand.

You see yourself as the type of manager who keeps operations running smoothly — not from behind a desk, but side by side with your team.

Qualifications

• 5+ years of experience in technical or customer support, with at least 3 years in a managerial role with support focus.
• Proven experience leading technical teams and improving service delivery and customer satisfaction.
• Strong technical understanding of IT support environments supporting OT/IoT, remote access, and SaaS solutions.
• Experienced in handling complex and escalated support cases.
• Good understanding of ITIL-based service frameworks and support best practices.
• Familiar with DevOps culture and collaboration principles.
• Experience with ITSM platforms (preferably ServiceNow).
• Excellent communication and stakeholder management skills.
• Bachelor's degree or equivalent in IT, Engineering, or Management – ideally combined with leadership training (e.g., Akademie in Management) or equivalent experience leading technical teams.
• Fluent in English (both written and spoken).

What
We Offer

• A chance to become a key operational leader in a global SaaS company scaling rapidly
• The opportunity to influence regional support execution, processes, and customer experience
• Work in a skilled, international team with high ambitions and a collaborative mindset
• Hybrid setup (Copenhagen HQ) and flexible working conditions
• Opportunities for professional growth, certifications, and career development
• A friendly, inclusive workplace where we balance ambition with fun
• Competitive salary and benefits package

Ready to make an impact?
Apply now and join Secomea on our mission to make manufacturing the most secure industry in the world.