Director, Strategic Operations & Enterprise Transformation
New
United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- AWSPythonArtificial IntelligenceBashCybersecurityGCPJavaKubernetesMachine LearningAzureGo
Requirements
- 10+ years of experience in technical support, solutions engineering, or technical account management in enterprise software environments.
- 7+ years of leadership experience managing managers, with strong technical depth retained at senior levels.
- Hands-on experience with AI, machine learning, or advanced automation applied to technical or support environments.
- Strong cybersecurity background, including cloud security, SIEM/SOAR, IAM, or endpoint/network security.
- Advanced knowledge of cloud platforms such as AWS, Azure, or GCP and their security architectures.
- Proficiency in scripting and debugging using Python, Go, Java, or Bash, along with command-line tooling.
- Experience with Kubernetes, containers, and modern infrastructure-as-code practices.
- Strong crisis management skills and ability to lead under pressure during high-severity incidents.
- Excellent communication skills with the ability to engage technical and executive stakeholders.
Responsibilities
- Lead, mentor, and develop a multi-layered organization of Solutions Support Engineering Managers and engineers across the Americas region.
- Own and improve key operational metrics such as SLA, CSAT, time-to-resolution, and escalation rates through automation and process optimization.
- Serve as the top technical escalation authority for complex cybersecurity incidents, engaging directly in high-severity customer situations.
- Design and implement AI-driven support systems, including automated triage, intelligent routing, and log analysis workflows.
- Architect and prototype LLM-powered solutions and integrations that enhance troubleshooting and knowledge management capabilities.
- Partner with Product, R&D, and Customer Success teams to translate technical insights into product improvements and strategic roadmap inputs.
- Drive continuous improvement in support operations by integrating cybersecurity expertise, cloud architecture knowledge, and data-driven decision-making.
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