Director, Technical Support

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The Director of Technical Support is responsible for leading a global technical support organization that delivers world-class customer support for enterprise customers operating in complex SaaS and cybersecurity environments.

This role provides strategic leadership, operational direction, and technical oversight to ensure the successful delivery of support services that drive customer satisfaction, product adoption, and long-term customer success.

The Director will lead and mentor highly skilled technical support teams across multiple regions, ensuring operational excellence, rapid incident response, and proactive customer engagement.

This leader will establish clear priorities, accountability frameworks, and performance standards to ensure the support organization operates efficiently while maintaining the highest levels of customer experience.

As a senior leader within the Customer Experience organization, the Director of Technical Support will act as the primary escalation authority for critical customer incidents and security-related issues, coordinating closely with Engineering, Product Management, QA, and Operations to drive rapid resolution and transparent communication during high-impact events.

This role also serves as a key advocate for the voice of the customer, ensuring that product feedback, usage insights, and support trends are shared with internal teams to continuously improve product quality and customer experience.

• 5+ years of leadership experience managing technical support teams, including at least two years in senior management roles.
• 6+ years of experience in enterprise technical support or customer-facing technical roles within SaaS, cloud, or cybersecurity environments.
• Bachelor’s degree (BE/BS) in Computer Science, Engineering, or related technical field required; MBA or advanced degree is a strong plus.
• Demonstrated success delivering enterprise-grade technical support for large-scale IT environments and SaaS platforms.