Vice President of Technical Support

iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and s eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud‑first and mobile world.

Leveraging a purpose‑built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day.

More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern work forces, including a large number of Fortune 50 companies. To learn more, visit

At iboss, we believe that exceptional employees are the key to our success. Our teams are hands on, diverse, nimble, and highly empowered to drive excellence. Be a part of the team that will transform the way cybersecurity is delivered!

The Vice Presdient of Technical Support will lead and provide technical vision and strategy for Technical Support and Services. Build supportive and reliable relationships across the organization, customers, and partners. Identify training needs for technical, soft skills and service excellence. Meticulously monitor the metrics and take action to drive best in class service to our customers and directly contribute to business growth.

This role will oversee a team of global technical Support Engineers and Technical Account Managers who interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical support issues or inquiries. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, and cybersecurity.

The outstanding candidate will also understand the challenges that administrators face when trying to secure their users and devices in today’s borderless network landscape and have a track record of solving them and training, mentoring, and leading technical support teams.

• As the leader of the Global Customer Support organization, wou will own the Global support vision, bring initiatives to the table and collaborate on the long‑term technical vision and strategy for Global Customer Support and Services, and continue to be the voice of the customer
• Build supportive and reliable relationships across the organization and work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
• Exceptional executive presence for stakeholder management, conflict resolution, and customer‑facing engagements.
• Define Key Performance Indicators (KPIs) to optimize resolution times, reduce support dependency, and improve system scalability
• Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features
• Partner with Product, Engineering, and Sales teams to relay customer feedback, drive technical readiness for new product launches, and boost revenue

• 9 + years of experience designing and supporting multilayer IP networks; routing and understanding network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
• Required:
  
  Bachelor’s degree in Engineering, preferred in Information Technology or Computer Science
• Dedicated focus to provide every customer with a best‑in‑class service and share and train every team member to share in this philosophy
• Previous experience leading and owning the end‑to‑end customer technical journey—from implementation and onboarding to continuous adoption and value realization across the enture support and professional services org
• Highly developed sense of integrity and commitment to customer satisfaction and success
• Health, Vision, Dental, Chiropractic - open to domestic partners
• 401K with company match
• Unlimited PTO policy

The duties and responsibilities described above are essential functions of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

This position is not eligible for sponsorship of work visas