Director of Customer Support Engineering

Job Summary

Leading a dedicated team, the full-time salaried Director of Customer Support Engineering will oversee support operations for enterprise and federal customers, ensuring technical requirements are met from deployment to disaster recovery while engaging in complex escalations and collaborating with product teams.

Key responsibilities

• Own support operations end-to-end, including ticket routing, escalation paths, and 24/7 coverage for break/fix requirements
• Set and report on team performance metrics to company leadership, focusing on response and resolution times as well as customer satisfaction
• Engage personally in complex technical escalations involving installation, configuration, and troubleshooting of the cyber threat intelligence platform

Required qualifications

• 7+ years of experience in cyber intelligence, automation, or defense roles, with prior technical team leadership experience
• 7+ years of Linux/Unix experience, specifically with Centos, Red Hat, and Rocky
• 2+ years of experience with relational databases, particularly PostgreSQL
• Strong troubleshooting experience across networking, systems, and applications
• BA/BS or equivalent combination of education and experience