Director of Technical Support

Responsibilities

• Lead a global team of Technical Support Engineers and Managers handling advanced troubleshooting across cloud environments (AWS, Azure, GCP), APIs, data pipelines, and enterprise integrations.
• Serve as the highest-level escalation point for complex technical cases.
• Drive root-cause analysis (RCA) for critical incidents and systemic product issues.
• Establish technical standards for case handling, diagnostics, and escalation workflows.
• Ensure team enablement through lab environments, sandbox systems, and reproducible test cases.
• Lead internal technical reviews of recurring issues to surface architectural or product improvements.
• Act as the primary bridge between Support and Engineering - participating in bug triage and sprint planning as the voice of customer impact.
• Identify patterns across cases and proactively escalate product gaps before they become customer-facing incidents.
• Collaborate with Product and Technical Writing to improve documentation and self-service resources, reducing avoidable ticket volume.
• Build and optimize processes that measurably improve time-to-diagnosis and time-to-resolution.
• Define, track, and report on Support KPIs: CSAT, CES, MTTR, FRT, FCR, and escalation rate.
• Implement structured RCA and post-incident review processes.
• Oversee technical training programs that raise team capability in debugging, scripting, and systems analysis - including regular "bug-a-thon" sessions focused on systemic issue reduction.
• Recruit, mentor, and develop highly technical support engineers and managers across multiple regions.
• Build technical career ladders within Support (e.g., Tier 3 Engineer, Escalation Engineer, Product Liaison).
• Foster a culture of ownership, analytical rigor, and proactive problem-solving over reactive ticket handling.

Requirements

• 10+ years in enterprise software or cloud-native SaaS, including 5+ years in a senior leadership role managing technical support or escalation engineering teams.
• 3+ years of hands-on experience as a Software Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management.
• Proven track record scaling global, 24/7 technical support operations with data-driven KPIs.
• Experience owning headcount planning, hiring, and team budget.
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.
• Deep fluency in cloud architectures (AWS, Azure, or GCP) and SaaS data pipelines.
• Ability to analyze logs, interpret stack traces, and use observability tools (Datadog, Splunk, OpenTelemetry) to identify systemic patterns.
• Solid understanding of REST APIs, SQL/NoSQL data stores, and enterprise authentication (SSO, OAuth, SAML).
• Demonstrated experience collaborating with software development teams to drive root-cause resolution and influence product quality.
• Able to translate complex technical issues into clear, concise narratives for executive and customer stakeholders.
• Immediate credibility with enterprise IT and security teams in high-pressure situations.
• Strong systems thinking - able to balance day-to-day operational responsiveness with long-term process and product improvements.
• Comfortable operating in ambiguity; track record of designing and scaling processes in fast-paced, high-growth environments.

Compensation Information

The range represents total compensation, and may include incentive for sales roles, equity or benefits, as applicable. This compensation range represents Cyera’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Cyera may ultimately pay more or less than the posted range. The final salary for this position will be determined in Cyera’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Cyera’s business and other operational considerations. Final compensation will vary based on seniority and relevance of experience, location, and position requirements. This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.

Benefits

Ability to work remotely, with office setup reimbursement
Competitive salary
Unlimited PTO
Paid holidays and sick time
Health, vision, and dental insurance
Life, short and long-term disability insurance