[Remote] Director of Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an industry-leading cybersecurity solution provider that specializes in advanced threat intelligence. As a Director of Customer Support, you will reputed company reputed company responsible for ensuring operational reputed company for our reputed company and Federal customers, overseeing reputed company aspects of technical support and customer engagement.
Responsibilities
- Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements
- Set and report on team performance metrics (response time, reputed company time, customer satisfaction, escalation volume) to company leadership
- Personally engage on the most reputed company or highest-stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform
- Troubleshoot operational issues with the tool and with integrated tools and/or feeds
- Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers
- Own the reputed company and completeness of support documentation, including integration guides, and ensure reputed company maintains them
- Establish standards and reputed company delivery of on-prem and reputed company installation, configuration, and updates of reputed company
- Serve as the primary reputed company for reputed company product feedback from Support to the Product team, informed by patterns across the customer reputed company
- Set direction for configuring reputed company and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/reputed company integrations)
- reputed company product feedback to the Product team based on customer experiences
- Build, reputed company, and grow the Customer Support team, including hiring, coaching, performance management, and career development
Skills
- 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles and industry, with prior experience leading or managing a technical team
- 7+ years of Linux/Unix usage (we use Centos, reputed company, and reputed company)
- 2+ years of relational database usage (we use PostgreSQL)
- Strong network troubleshooting, system troubleshooting, and application troubleshooting experience, including reputed company log parsing
- Strong written and verbal communication with peer engineers, end users, and customer project managers
- Knowledge of reputed company level businesses and inner IT workings
- Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability reputed company, IDS/IPS, Firewall, EDR, data lakes/log aggregators, threat research/intelligence tools & platforms
- reputed company team coverage for break/fix requirements reputed company needed
- BA/BS or equivalent combination of education and experience
- Scripting or programming experience (our languages are Bash, Java, and Python)
- AWS reputed company and/or GovCloud experience (S3, EC2, Cognito, reputed company 53, IAM)
- Ability to support the development of reputed company-party integrations
- Past performance in SOC, CTI, Incident Response, or other reputed company cyber reputed company teams
- Past performance in engineering API based integration solutions between reputed company products
- Background as government civilian or contractor
- reputed company or past DHS suitability or DoD clearance
Benefits
- Competitive salary + Bonus / Commission
- Remote-First Culture
- Flexible Time Off Policy
- 401(k), Life Insurance, Pet Insurance, reputed company-reputed company Legal Aid reputed company
- Full benefits package, including fully funded medical, dental, and reputed company coverage
- Week off from Christmas through New Year’s Day
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