# Regional Director, Customer Support, EMEA & APJ at Darktrace

Darktrace is hiring a Regional Director, Customer Support, EMEA & APJ for a remote role open to applicants in United Kingdom. Level rates it Little AI ●○○○; you can [apply on Darktrace](https://jobsbylevel.com/go/b0339b12-65fc-4448-819a-afbd2200855c?utm_medium=ai-agent).

AI Level 1, AI centrality 32 out of 100. Remote (United Kingdom (Remote)).

## Details

- Company: [Darktrace](https://jobsbylevel.com/companies/darktrace)
- AI level: AI Level 1 (score 32 out of 100)
- Location: Remote (United Kingdom (Remote))
- Posted: November 4, 2026
- Apply: https://jobsbylevel.com/go/b0339b12-65fc-4448-819a-afbd2200855c?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=regional-director-customer-support-emea-apj-at-darktrace-2c171e

## Description

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day. Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. That approach matters more than ever in the era of AI. Today, our customers depend on us to stay ahead. At Darktrace, we are energized by that responsibility. We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked. We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves. We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them. Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast Job D escription : Regional Senior Director, Customer Support – EMEA & APJ Remote and flexible, with travel to our Cambridge office and across EMEA and APJ About the Role This is an opportunity to shape customer support across EMEA and APJ, two diverse and fast-growing regions. You'll take over an established organization of Support Engineers and Managers. You'll strengthen its leadership, make operations more consistent, and give customers a predictable, high-quality experience. You'll be responsible for regional Support outcomes: responsiveness, resolution, case quality, escalations and customer sentiment. You'll also help Support become an AI-native organization. This is a highly visible role with real influence. You'll work closely with Product, Engineering, Customer Success, Sales, Renewals, Professional Services and global Support leadership. You put customers first, make decisions with data, and bring structure and consistency to how teams work. You care about developing people, are excited by what AI makes possible, adapt across cultures, and are collaborative and accountable. You help teams through change, turning complex problems into clear, scalable improvements. This is a remote role. You'll travel to our Cambridge office to work with the team, and across EMEA and APJ to meet customers as needed. What will I be doing? Shape regional operations: Set a regional strategy that fits the global Support vision. Make sure you have the right leaders, skills and capacity across time zones. Run a regular, data-informed review rhythm covering response and resolution times, backlog, aging, quality, escalations and sentiment, and share progress with executives. Improve the customer experience: Make communication clearer and more predictable, reduce customer effort and handoffs, and take responsibility for escalations and long-running cases. Work directly with customers during major incidents. Share Support insights to inform customer health and retention planning. Champion AI adoption: Find and scale responsible uses of AI in case management, knowledge, troubleshooting and quality. Focus on real workflow problems and measurable results that make work easier for your teams. Develop knowledge and talent: Improve knowledge management, quality assurance, onboarding and ongoing learning. Support your leaders' growth, define career paths and promotion criteria, and strengthen succession planning. Collaborate across teams to scale: Work with Product and Engineering on escalations, defects and root-cause analysis, and with Customer Success, Sales and Renewals on risk and retention. Build workforce plans, processes and playbooks that support growth. What do I need? Leading and developing leaders: You've supported and developed Managers and senior leaders across distributed teams in several countries, cultures and time zones. You've also built succession plans and helped leaders grow their capability. Using data to

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/regional-director-customer-support-emea-apj-at-darktrace-2c171e

Source: https://jobsbylevel.com/jobs/regional-director-customer-support-emea-apj-at-darktrace-2c171e

## Cite this page

Level. https://jobsbylevel.com/jobs/regional-director-customer-support-emea-apj-at-darktrace-2c171e.

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