Director of Customer Support
New
A
Analyst1Cybersecurity
Remote, Washington, District of ColumbiaFull-TimeDirector
SalaryThe US base salary for this full-time position starts at $140k
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Job Details
- Experience
- 7+ years
- Required Skills
- PostgreSQLCybersecurityLinuxTroubleshooting
Requirements
- 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles.
- Prior experience leading or managing a technical team.
- 7+ years of Linux/Unix usage (CentOS, Red Hat, and Rocky).
- 2+ years of relational database usage (PostgreSQL).
- Strong network, system, and application troubleshooting experience, including complex log parsing.
- Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanners, IDS/IPS, Firewall, EDR, and data lakes.
- Strong written and verbal communication skills.
- BA/BS or equivalent combination of education and experience.
- Knowledge of enterprise level businesses and inner IT workings.
Responsibilities
- Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements.
- Set and report on team performance metrics including response time, resolution time, and customer satisfaction.
- Personally engage on the most complex or highest-stakes technical escalations.
- Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers.
- Establish standards and oversee delivery of on-prem and cloud installation, configuration, and updates of Analyst1.
- Serve as the primary conduit for structured product feedback from Support to the Product team.
- Build, lead, and grow the Customer Support team, including hiring, coaching, performance management, and career development.
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