Director of Customer Support
About Our Client
The organization is a cybersecurity solution provider specializing in advanced threat intelligence. It addresses challenges in security operations by automating data ingestion and investigations to deliver superior threat analysis and evaluate countermeasure effectiveness within a unified platform. This approach serves enterprise and federal customers, supporting their defense against cyber threats.
About the Opportunity
The Director of Customer Support leads the team responsible for the technical operation and support of the organization's cybersecurity platform. This role ensures smooth deployment, tuning, disaster recovery, and integration with other security tools for customers. It manages support strategy, staffing, and performance, while also personally handling complex technical escalations. The position bridges customer support with product and engineering teams to provide operational insights and improve the platform.
Responsibilities
- Manage end-to-end support operations including ticket routing, escalation paths, SLAs, and on-call coverage.
- Set and report team performance metrics to company leadership.
- Personally resolve the most complex technical escalations related to installation, configuration, and troubleshooting.
- Troubleshoot issues with the platform and integrated tools.
- Develop and maintain internal processes and tools for support engineers and sales engineers.
- Ensure support documentation quality and completeness.
- Oversee on-premise and cloud installation, configuration, and updates of the platform.
- Provide structured product feedback to the Product team based on customer interactions.
- Direct configuration of the platform and related cybersecurity tools to meet customer objectives.
- Build, lead, and develop the Customer Support team, including hiring and performance management.
Requirements
- Minimum 7 years of experience in cyber intelligence, automation, or defense with leadership experience in technical teams.
- At least 7 years of Linux/Unix experience (Centos, Red Hat, Rocky).
- Minimum 2 years of relational database experience (PostgreSQL).
- Strong skills in network, system, and application troubleshooting including log parsing.
- Effective communication with engineers, end users, and project managers.
- Knowledge of enterprise IT operations.
- Experience with tools such as SIEM, SOAR, ITSM/Ticketing, vulnerability scanners, IDS/IPS, firewalls, EDR, data lakes, and threat intelligence platforms.
- Ability to provide team coverage for break/fix needs.
- BA/BS degree or equivalent experience.
Pay
The US base salary for this full-time position starts at $140k. Salary ranges vary by role, level, location, skills, and experience. This position does not provide sponsorship.
Benefits
- Medical insurance, Vision insurance, Dental insurance
- 401(k) retirement plan
- Paid maternity leave and paid paternity leave
- Commuter benefits