Cybersecurity Technical Support Director

Job Summary

Leading the global Cybersecurity Technical Support organization, the full-time remote Cybersecurity Technical Support Director will set strategic direction, manage a high-performing team, and enhance customer experience by implementing best practices and overseeing operational performance across various support environments.

Key responsibilities

• Develop and implement the vision and strategy for the Cybersecurity Technical Support organization, ensuring alignment with company goals
• Own the performance metrics of the Technical Support organization, including SLA attainment and customer satisfaction, while managing escalation processes for complex incidents
• Act as a voice of the customer, collaborating with Product and Engineering to prioritize defect resolution and improve customer experience through actionable insights

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred
• Proven experience leading technical support teams in Managed Services and SaaS environments
• Strong understanding of cybersecurity principles, tools, and compliance standards
• Proficiency with cloud platforms such as AWS, Azure, or Google Cloud
• Excellent leadership and interpersonal skills, with the ability to engage effectively with diverse stakeholders