Director, Resident Engineering
New
United StatesFull-TimeDirector
Salary175,000 - 210,000 USD per year
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Job Details
- Experience
- 7+ years of experience in customer success, consulting, or technical services within SaaS or cybersecurity organizations; 4+ years of experience leading technical services or resident engineering teams
- Required Skills
- Cloud ComputingCybersecuritySalesforceStakeholder managementCustomer SuccessSaaSServiceNow
Requirements
- 7+ years of experience in customer success, consulting, or technical services within SaaS or cybersecurity organizations
- 4+ years of experience leading technical services or resident engineering teams supporting enterprise customers
- Strong expertise in IAM, security architectures, cloud environments, and hybrid/on-premise systems
- Background in consulting, implementation, or systems integration across enterprise platforms
- Experience with enterprise SaaS ecosystems (e.g., Salesforce, ServiceNow, Workday, Google Workspace, Box, NetSuite)
- Proven ability to manage escalations, drive issue resolution, and operate in high-pressure environments
- Strong leadership, stakeholder management, and executive communication skills
- Bachelor’s degree or equivalent practical experience
- Willingness to travel up to 35%
Responsibilities
- Lead, mentor, and scale a team of Resident Engineers supporting top-tier enterprise customers
- Serve as the primary post-implementation escalation owner, ensuring rapid resolution of critical customer issues
- Build and maintain trusted advisor relationships with customer executives and technical stakeholders
- Drive product adoption by aligning platform capabilities with customer business goals and use cases
- Collaborate with Customer Experience and Sales teams to support renewals, expansions, and success planning
- Oversee execution of customer health checks, business value assessments, and adoption strategies
- Define and track KPIs for the Resident Engineering function and identify renewal and churn risks
- Capture and communicate customer feedback to influence product and service improvements
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