Description
At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award.
We’re proud to be named a Leader in the IDC Market Scape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights
. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations.
Our mission is simple:
End Cyber Risk. We’re looking for a Director, Customer Technical Support to be part of making that happen.
About the Role:
The role provides leadership and direction to the customer facing technical support functions and personnel necessary to maintain a first class-customer support experience.
The ideal candidate will possess strong critical thinking skills, be customer support minded, a strong technical advisor at an IT operations level, and have experience scaling infrastructure support (I&O) and service capabilities (Global 24x7) helping to drive service quality.
This person directs a team of about 30 resources (level 2 and 3 technical support analysts) which includes 3 managers and additional team leads.
Functions include I&O technical support, ticket intake/triage group, and the Major Incidents (ICs) for customer end-point operations.
Primary Responsibilities and Duties
Excellent communications with a coaching leadership style.
Identifies and assesses critical customer and customer operations issues and makes appropriate recommendations and acts as a change agent.
Collaborates effectively with internal and external teams to resolve customer incidents.
Tracks, analyzes, and creates executive operational metric dashboards.
Works collaboratively with internal business partners and is a primary liaison and a key approver for any projects/processes/communication.
Helps guide the direction of Support deliverables, training, staff organization, and goals.
Investigates and adopts technical tools that will allow the Support team to resolve problems in a faster and more efficient manner.
Works with their team and internal groups to create standard process flows for troubleshooting/resolution between departments.
Works directly with customers, cross-functional teams, and leadership on escalated issues.
Works closely with Arctic Wolf’s S2 (Security Services) leadership team to ensure complete delivery of services to our customers.
Create and develop a diverse, high-performing support team by mentoring and coaching direct reports.
Demonstrates empathy and drives actions based on customer situations and needs.
Assist global incident communications and escalation processes.
Key Skills
Experience in Customer facing roles and/or organizations.
Experience building, scaling & monitoring infrastructure needed for SaaS-based applications and services is a significant benefit.
Expertise in cloud infrastructure specifically with an understanding of AWS native architectures.
Experience with enterprise class security standards.
Must bring a “Customer First” philosophy and history of building and working in organizations that delight customers and drive industry leading customer sat and engagement.
Experience with endpoint architectures (EDR) that involve Mac, Windows, and Linux/UNIX Operating systems.
Familiarity with tools, particularly ITSM ticket management systems (Jira, or Service Now, BMC, IBM Tivoli, or Zendesk) to assist in automation of tasks for both efficiency and repeatability.
Ability to pull/analyze data used for decision making and identification of process improvement opportunities.
Strong leadership and team building skills.
Prefer experience working with a globally distributed, cross-functional engineering, product, and operations teams.
Minimum Qualifications
Bachelor’s degree in business…
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