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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 AVEVA’s 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 2,000 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 you're passionate about driving growth, tackling complex business challenges, and fostering strong customer relationships, you'll find success and fulfilment in our Commercial team.
Find out more: https://www.aveva.com/en/about/careers/
AVEVA 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.
