Director, Technical Support - Cybersecurity

Whether you’re an experienced professional or just getting started, your contributions matter  you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

In this role, you will lead the global Cybersecurity Technical Support organization, accountable for delivering responsive, scalable, and high-quality support across on-prem, hybrid, SaaS, and managed services environments. You will set the strategy, operating model, and performance standards needed to improve customer experience, accelerate issue resolution, reduce backlog aging, and prevent recurring issues.

You will lead and develop a high-performing global team while partnering closely with Product, Engineering, Professional Services, Customer Success, and Managed Services to resolve complex customer issues and turn customer feedback into measurable improvements. You will also drive the responsible adoption of AI, automation, analytics, and self-service capabilities to improve responsiveness, strengthen proactive support, and enable support teams and customers to resolve issues more effectively.

WHAT YOU'LL DO Leadership & Strategy Develop and implement the vision, strategy, and roadmap for the Cybersecurity Technical Support organization in alignment with company goals.

Lead, mentor, and manage a global team of technical support engineers, managers, and specialists.

Drive operational excellence through the adoption of best practices, metrics, and continuous improvement processes.

Collaborate with product, engineering, and customer success teams to ensure customer feedback informs product development and enhancements.

Operations Management Own the performance and health of the Technical Support organization, including SLA attainment, first-response time, time to resolution, backlog volume and aging, customer satisfaction, support cost efficiency, and reduction of recurring customer issues. Establish clear performance targets, review trends regularly, and lead corrective actions when results are below expectations.

Establish an effective follow-the-sun support model that provides clear ownership, consistent customer experience, and seamless handoffs across teams, regions, and support tiers. Ensure the organization has the skills, coverage, tools, and operating discipline needed to meet customer commitments and support business growth.

Own and manage escalation processes to handle high-priority or complex incidents in a timely and effective manner.

Design and manage a follow the sun, 24x7 support model, ensuring around the clock availability with seamless ticket handoff.

Implement and maintain a knowledge base to empower both customers and support staff with self-service options.

Customer Advocacy Act as a voice of the customer, championing their needs within the organization.

Partner with Product and Engineering to identify recurring issues, prioritize defect resolution, and address underlying causes that create avoidable customer effort, repeat cases, or prolonged resolution times. Track improvement actions through implementation and validate their impact on customer experience and support performance.

Build strong relationships with key customers, understanding their unique requirements and ensuring their success with our solutions.

Use the voice of the customer to identify and implement process improvements to enhance the customer experience.

Lead the post-mortem analysis for critical incidents, driving root cause analysis and recommending preventative measures.

Technology & Transformation…