Director of Customer Support Engineering

Job Summary

Leading a team in a full-time capacity, the Director of Customer Support Engineering will ensure operational excellence for technical requirements of Enterprise and Federal customers, overseeing support operations, managing escalations, and collaborating with cross-functional teams to enhance product offerings.

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 time, resolution time, and 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, cyber automation, or cyber defense roles, with prior experience managing a technical team
• 7+ years of experience using Linux/Unix systems, specifically Centos, Red Hat, and Rocky
• 2+ years of experience with relational databases, particularly PostgreSQL
• Strong troubleshooting experience across networks, systems, and applications, including log parsing
• BA/BS or equivalent combination of education and experience