Senior Director, NAM Support (Network Security)

Job Summary

The Senior Director of Network Security Support Engineering will lead our Americas NGFW technical organization. This is not a traditional operations role; it is an engineering-intensive leadership position designed for an AI-ready, architect-level technical leader. You will sit at the intersection of Enterprise Support, Product Architecture, and Core Engineering, fielding tier-4/developer-level escalations for our Network Security portfolio and driving the architectural feedback loop to engineer friction out of the product.

Your Impact

• Create and execute the technical roadmap to transition NetSec support from reactive triage to predictive resolution. You will directly oversee the implementation of AI/LLM models specialized in automated log parsing (TSF files) and real-time telemetry analysis to radically lower MTTR.
• Serve as the final technical escalation point for Fortune 500 CIOs/CISOs during critical, complex network outages or security incidents. You must be capable of conducting deep-dive root cause analysis (RCA) alongside Core Engineering and principal architects.
• Build a programmatic, bi-directional feedback loop with Product Management and Development Engineering. Translate complex, systemic field issues into architectural requirements to ensure future software releases are inherently more supportable.

Qualifications

• 15+ years’ experience in a high growth SaaS/Cloud Enterprise Technical Support Organization, or similar experience. Including at least 3+ years in a Senior Director leadership capacity leading geographically dispersed teams.
• Strong technical background with expertise in cybersecurity domains such as network security and cloud security - Excellent cross-functional collaboration skills, with the ability to build and maintain relationships with sales, product, and engineering teams
• Demonstrated experience leading global direct/indirect teams of +500 across multiple languages and cultures
• Proven track record of managing global technical support teams and driving rapid and efficient resolution of complex technical issues.
• Demonstrated experience in process optimization, automation, and leveraging technology to enhance support delivery.
• Strong business acumen with experience in managing budgets, resources, and P&L responsibilities
• Prior experience managing networking or enterprise security product services