Director, Technical Support

Job description

OUR MISSION AND WHY IT MATTERS We are on a mission to make humans the strongest security layer. Human risk remains one of the biggest vulnerabilities and traditional awareness training is not enough. We take a different approach by combining AI-driven personalization, real threat detection, and behavioral science to actively protect people and organizations. We don't just simulate risks. We build the tools that detect and stop them. Your Role We are looking for an experienced Director, Technical Support to join our team in Minneapolis. In this role, you will lead our US Technical Support function, serving as the driving force behind support operations in the region. You bring a strong blend of technical expertise and people leadership, building trusted relationships across teams, proactively managing stakeholders, and driving cross-functional collaboration to deliver exceptional outcomes. You'll own customer escalations, acting as the primary liaison between our US customers and our headquarters in Finland to ensure timely communication and issue resolution. This role is ideal for someone who thrives in a fast-paced scale-up environment, takes initiative, adapts quickly, and enjoys solving complex challenges as they emerge. What You'll Do - Lead, develop, and grow a team of technical support professionals, owning hiring decisions, providing clear feedback and 1:1 coaching, and building the team structure needed to scale US operations. - Act as the primary point of contact for customer escalation calls, ensuring issues are resolved with empathy and efficiency. - Drive cross-departmental collaboration, working closely with Product, Engineering, and Customer Success to solve complex problems and improve the customer experience. - Assist with the implementation and optimization of our support tooling, including leading an active platform migration as part of our broader support modernization effort. - Manage up effectively, translating customer needs and US market behaviors into actionable insights for our global leadership team. - Serve as the strategic link between our US customer base and our product and engineering teams in Helsinki, translating regional patterns, escalations, and market behavior into decisions that shape the global product. Frequent travel to HQ in Finland is part of how this gets done. - Own the metrics that define support quality, including SLA attainment, CSAT, and escalation resolution time, and report on US support performance to leadership with clarity and context. What We're Looking For - 3 to 5 years of leadership experience managing a technical support or customer support team. - 5+ years of overall experience within technical support, in a B2B SaaS environment. - Exceptional leadership and communication skills, with a proven ability to give constructive feedback, manage up, and translate cultural nuances effectively. - Comfort operating in a fast-paced, scale-up environment where you must be a self-starter, a proactive problem solver, and flexible with your time. - A strong focus on people and processes while having a hands-on technical troubleshooting attitude. - A working technical foundation: familiarity with concepts like APIs, SSO, email infrastructure, or enterprise security environments. You won't be expected to know Hoxhunt's stack on day one, but you should be able to learn it quickly and engage meaningfully with both customers and engineers. What you can expect from us: - Compensation: Annual base salary of $125,000 - $135,000 depending on your experience. - Working ways: We work in a flexible, hybrid work setting. You are expected to collaborate from our Minneapolis office, with quarterly travel to our Finnish headquarters. - High performance meets high humanity: We bring an incredibly driven, high-impact energy to our work, but we remain deeply humble and collaborative. You will be surrounded by wildly talented, dedicated colleagues in an environment built on extreme kindness, support, and psychological safety. - Authentic trust & autonomy: We hire great people and give them the autonomy to thrive. You'll have the freedom to take ownership, make decisions, drive meaningful impact, and help shape the future of our growing organization. - A product you can be proud of: It is incredibly rare in cybersecurity to build a product that end-users genuinely love. You will join a fast-paced, technically sophisticated team making a real, measurable impact against cybercrime. - The perks that matter: Alongside this amazing community, you will enjoy a comprehensive benefits package including medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO, 11 paid holidays plus 2 floating holidays, wellness benefits, paid parental leave, a 401(k) match, and more. Plus, you’ll get to collaborate from our wonderful office in Minneapolis! Our Recruitment Process We want to get to know you and how you think! Our process includes: 1. TA screening call (30 min, remote) 2. Hiring manager interview (45 min, remote or onsite) 3. Hiring manager interview and live technical exercise (30 min, remote or onsite) 4. Panel interview with leadership and team (60 min onsite) 5. Offer 6. Background Check and Reference checks ABOUT HOXHUNT Hoxhunt was founded in 2016 by four visionaries. Today we are a global team of +270 amazing Hoxhunters advancing a truly AI-native category leader in human risk management, with key hubs in the United States, the United Kingdom, Singapore, and Finland. We are proud to be an award-winning, fast-growing software company, recognized by G2 and Gartner, named to TIME Magazine's list of the World's Top EdTech Companies, and featured for our innovation in major publications like Fast Company, TechCrunch, Forbes, and Inc. As a multi-product company, Hoxhunt goes beyond traditional security awareness. We don't just educate employees through frequent, personalized, and behavior-changing cybersecurity training - we also actively build real threat intelligence and response tools that protect organizations against malicious cyberattacks every single day. Be among the first to know about our open positions. Drop your details in our Talent Community, and we will reach out when there is a match!