Director of Support Engineering

Job Summary

A company is looking for a Director, Technical Support to lead a team of Support Engineers and ensure world-class technical support for cybersecurity products.

Key Responsibilities

• Lead and develop a high-performing team of Support Engineers, ensuring effective operations and coverage
• Ensure the team meets Service Level Agreements (SLAs) and customer satisfaction goals while addressing complex technical issues
• Collaborate with internal teams and customers to improve support processes and product offerings

Required Qualifications

• Bachelor's degree in Computer Science, Information Security, or a related field, or equivalent experience
• 4+ years of experience in technical support or support engineering roles focused on enterprise SaaS products
• 8+ years of leadership experience managing technical support teams of at least 30 FTEs
• Experience with ticketing systems and support tools such as Zendesk or Salesforce Service Cloud
• Ability to thrive in a fast-paced, dynamic environment with a customer-first mindset