Director of Customer Support

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Take ownership of support operations from start to finish: including ticket routing, escalation paths, service level agreements (SLAs), and 24/7 on-call coverage for break/fix requirements.

• Define and report on team performance metrics such as response time, resolution time, customer satisfaction, and escalation volume to company leadership.

• Directly engage in the most complex or high-stakes technical escalations involving installation, configuration, integration, and troubleshooting of a highly customizable cyber threat intelligence platform.

• Address operational issues related to the tool and its integrated tools and/or feeds.

• Develop and maintain internal processes and tools utilized by sales engineers and Customer Support Engineers.

• Ensure the quality and completeness of support documentation, including integration guides, and oversee their maintenance by the team.

• Establish standards and manage the delivery of on-premise and cloud installation, configuration, and updates for Analyst1.

• Act as the primary channel for structured product feedback from Support to the Product team, guided by trends observed across the customer base.

• Determine the configuration of Analyst1 and related cybersecurity tools to fulfill customer objectives, including integrations with ITSM, SIEM, and SOAR/Playbooks.

• Provide product feedback to the Product team based on customer interactions.

• Build, lead, and develop the Customer Support team, encompassing hiring, coaching, performance management, and career advancement.

⛳️ Requirements

• Over 7 years of experience in cyber intelligence, cyber automation, or cyber defense roles within the industry, with a background in leading or managing a technical team.

• More than 7 years of experience using Linux/Unix (we utilize Centos, Red Hat, and Rocky).

• At least 2 years of experience with relational databases (we use PostgreSQL).

• Proficient in network troubleshooting, system troubleshooting, and application troubleshooting, including complex log parsing.

• Excellent written and verbal communication skills across peer engineers, end users, and customer project managers.

• Understanding of enterprise-level businesses and their IT operations.

• Familiarity with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanners, IDS/IPS, Firewalls, EDR, data lakes/log aggregators, and threat research/intelligence tools and platforms.

• Provide team support for break/fix requirements as necessary.

• BA/BS degree or an equivalent combination of education and experience.

🏝️ Benefits

• Competitive salary plus bonus/commission opportunities.

• Remote-first work culture.

• Flexible time-off policy.

• 401(k), life insurance, pet insurance, and pre-paid legal aid options.

• Comprehensive benefits package, including fully funded medical, dental, and vision coverage.

• One week off from Christmas through New Year’s Day.