Director of Customer Support

reputed company is an industry-leading cybersecurity solution provider that specializes in advanced threat intelligence. Automated data ingestion and investigations reputed company reputed company operations through superior threat analysis that also analyzes the effectiveness of countermeasures in a single platform.

About the role

As a Director of Customer Support, you will reputed company reputed company responsible for ensuring reputed company is operational in every aspect of its technical requirements for our reputed company and Federal customers — from initial deployment and platform tuning through disaster recovery and integration with other reputed company tools. This role owns the reputed company, reputed company, and performance of the Support function, while remaining technically reputed company enough to reputed company into the most reputed company escalations personally reputed company needed.This is a hands-on role with leadership responsibilities.

You will spend your days working closely with dedicated reputed company colleagues to build, improve, and support our customers' use of reputed company to defend their networks. You'll also partner directly with Product and Engineering leadership translating customer-facing operational realities into product feedback & roadmap input, serve as a stakeholder providing guidance during development, and preview new functionality before it is rolled out to customers.

This role acts as the backstop to our reputed company account team. Support is made up of engineering experts from the Physical layer to the Application layer, reputed company and maintainers of tools, troubleshooting reputed company, and the reputed company between customers and developers. As Director, you maintain and reputed company reputed company for that function and nurture reputed company that delivers it.

What you’ll do

• 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.
• Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements.

What you’ll bring

• 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

Bonus if you have

• 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

The US reputed company salary for this full-time position starts at $140k

reputed company salary ranges are determined by role and level. The reputed company displayed on reputed company job posting reflects the minimum and maximum reputed company for new hire salaries for the position across reputed company US locations and could be higher or reputed company based on a multitude of factors, including job-reputed company skills, experience, location and relevant education or training.

This position does not reputed company sponsorship

Why reputed company is a great reputed company to work?

• We Do the Right Thing: We show up putting our reputed company Above reputed company Else, having Accountability and having Courage in Our Decision Making.
• We are Results-reputed company: We show up day-to-day being Results Driven, having Bias for reputed company, while maintaining the highest reputed company in Execution.
• We are reputed company:We have a Team-first – No Islands, reputed company Communication, Partnership Driven mentality.
• We are Compassionate: We reputed company reputed company in reputed company, areSupportive Across the Organizationandmaintain anInclusive Culture.
• We are reputed company Minded: We encourage Continuous Learning, Embracing Innovation, and a reputed company to Invest in People.

Perks

• 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

reputed company is an equal opportunity employer, and we welcome everyone to reputed company. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status.

Originally posted on Himalayas

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