Director of Customer Support

Job Summary

Leading the Customer Support team, the full-time Director of Customer Support will manage operations, oversee technical escalations, and collaborate with cross-functional teams to enhance customer experiences for Enterprise and Federal clients in a remote-first environment.

Key responsibilities

• Own support operations end-to-end, including ticket routing, escalation paths, SLAs, and 24/7 coverage for break/fix requirements
• Set and report on team performance metrics to company leadership, focusing on response time, resolution time, and customer satisfaction
• Personally engage in complex technical escalations and troubleshoot operational issues with the cyber threat intelligence platform

Required qualifications

• 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles, with prior experience leading a technical team
• 7+ years of experience with Linux/Unix systems
• 2+ years of relational database experience, specifically with PostgreSQL
• Strong troubleshooting experience across networking, systems, and applications
• BA/BS or equivalent combination of education and experience