Director of Customer Support Engineering
Job Summary
Leading a team of technical experts, the full-time Director of Customer Support Engineering will manage support operations for enterprise and federal customers, ensuring effective deployment, integration, and troubleshooting of a cyber threat intelligence platform while working remotely.
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
- Personally engage in complex technical escalations involving installation, configuration, and troubleshooting of the 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 with Linux/Unix systems, specifically Centos, Red Hat, and Rocky
- 2+ years of experience with relational databases, particularly PostgreSQL
- Strong troubleshooting experience across network, system, and application layers, including complex log parsing
- BA/BS degree or equivalent combination of education and experience
Complete Job Description
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