Director of Customer Support Engineering

Job Summary

Leading a team dedicated to technical support for Enterprise and Federal customers, the full-time salaried Director of Customer Support Engineering will oversee support operations, manage escalations, and collaborate with cross-functional teams to enhance customer experience and product development.

Key responsibilities

• Own end-to-end support operations, 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 time, resolution time, and customer satisfaction
• Engage personally in complex technical escalations related to 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 management experience
• 7+ years of experience with Linux/Unix systems, specifically Centos, Red Hat, and Rocky
• 2+ years of experience with relational databases, particularly PostgreSQL
• Strong troubleshooting skills in network, system, and application environments
• BA/BS or equivalent combination of education and experience