Director, Technical Support

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! The Director of Technical Support is responsible for leading a global technical support organization that delivers world-class customer support for enterprise customers operating in complex SaaS and cybersecurity environments. This role provides strategic leadership, operational direction, and technical oversight to ensure the successful delivery of support services that drive customer satisfaction, product adoption, and long-term customer success. The Director will lead and mentor highly skilled technical support teams across multiple regions, ensuring operational excellence, rapid incident response, and proactive customer engagement. This leader will establish clear priorities, accountability frameworks, and performance standards to ensure the support organization operates efficiently while maintaining the highest levels of customer experience. As a senior leader within the Customer Experience organization, the Director of Technical Support will act as the primary escalation authority for critical customer incidents and security-related issues, coordinating closely with Engineering, Product Management, QA, and Operations to drive rapid resolution and transparent communication during high-impact events. This role also serves as a key advocate for the voice of the customer, ensuring that product feedback, usage insights, and support trends are shared with internal teams to continuously improve product quality and customer experience. Qualifications and Key Responsibilities 5+ years of leadership experience managing technical support teams, including at least two years in senior management roles. 6+ years of experience in enterprise technical support or customer-facing technical roles within SaaS, cloud, or cybersecurity environments. Bachelor’s degree (BE/BS) in Computer Science, Engineering, or related technical field required; MBA or advanced degree is a strong plus. Demonstrated success delivering enterprise-grade technical support for large-scale IT environments and SaaS platforms. Proven ability to lead high-performing global teams, including remote and distributed support organizations. Serve as the primary escalation authority for critical incidents (P1/P2), driving cross-functional coordination and ensuring rapid resolution of high-impact customer issues. Lead incident management and war-room coordination for security incidents, platform outages, or major customer escalations. Ensure clear communication with customers and stakeholders, including delivery of Root Cause Analysis (RCA) documentation and post-incident reviews. Establish and monitor key operational metrics, including Time to Resolution (TTR), SLA compliance, escalation rates, and customer satisfaction metrics. Define and implement support processes, operational standards, and continuous improvement initiatives to enhance support delivery. Drive innovation in support operations through automation, workflow optimization, and self-service support capabilities such as knowledge bases and intelligent support systems. Act as a Trusted Technical Advisor for strategic customers, participating in executive-level customer engagements, including Monthly or Quarterly Business Reviews (MBRs/QBRs) when required. Participate in the product development and release cycle, ensuring the support organization is fully prepared for new product launches and feature releases. Ensure support teams receive continuous technical training and enablement on cybersecurity technologies, cloud platforms, and evolving threat landscapes. Demonstrate strong communication, leadership, and decision-making skills, with the ability to navigate complex technical and operational challenges.