Director, Customer Technical Support

Director, Customer Technical Support

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. 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.

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.

• 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.

• 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.

• Bachelor's degree in business administration (preferred), Engineering, Computer Science, or a related discipline;
  Master's degree or MBA is highly desirable; equivalent experience acceptable.
• 12 years of progressive networking, telecommunications, or IT leadership experience. At least 5 years in a global or large enterprise technical responsibility.

• To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video…