Director Of Customer Support

We are looking for a Director of Customer Support to deliver successful security outcomes and provide a premium customer experience. We are looking for a detail-oriented leader with previous experience managing teams globally and who have experience providing email, telephone, and chat-based support to security and IT teams in a SaaS or Enterprise environment.

An understanding of security principles and how they apply to the enterprise environment will be required. The ideal candidate will demonstrate the ability to build a strong team culture, managing teams in a globally disperse organization. They will possess the capability to build processes in systems that adequately capture customer requests, incidents, outages, and enhancement requests into a central system providing transparent view of full resolution to customer issues. The ability to problem solve and enjoy bringing the right people to the table without overcommitting resources and keeping customers updated is a must.

Demonstrated ability to work with Product and Engineering teams to ensure a premier customer experience will be crucial to your success.

• Execute on technical, professional, and business training as assigned to improve career path opportunities.
• Accountable/Responsible for providing global leadership of support to Critical Start customers in a 24x7x365 environment.
• Identify documentation and record support articles that enable and empower fellow team members to provide consistent world class support experience.
• Work closely with sales and Customer Success to mitigate customer risk.
• Must be able to work closely with customers including direct conversation with front line to executive c-suite as needed.
• Security+, Microsoft Security, AWS Security, or comparable certification is highly desired, with a requirement to obtain Security+ in first 100 days. (Successful test passed is reimbursed)
• Engage appropriate internal resources as required to address service restoration of critical internal and external systems utilized in providing world class MDR service.
• Act as global incident manager for all major issues from inception to full resolution and delivery of RCA to impacted customers.
• Track reporting and manage metrics on a weekly basis for the outcomes generated by the Support team.
• Provide accurate and timely reports on Support metrics and KPIs including average time to resolve, total ticket volume open compared to closed, and others as necessary.
• Collaborate with R&D, Development, and Product teams to funnel product feedback, feature requests, and enhancements in a closed feedback loop.
• Manage ticket queue and workload appropriately to meet or exceed documented KPIs, striving to provide a world class customer experience.

• 3-5 years experience building reporting packages based on outcomes, KPIs, and critical milestones from the Support team.
• Experience with driving communications, enablement, conflict resolution, problem solving, and project management.
• Eagerness to solve problems with the right people without overcomplicating processes.
• Minimum 5 years of experience using ticketing system to intake, track, maintain, and resolve customer requests and incidents.
• Excellent writing and verbal communication skills.
• +5 years of customer support, customer success, or account management experience with a SaaS, Cloud, or Security provider (MSP/MSSP)
• Capability to communicate with internal teams and build relationships that help deliver positive outcomes for our customer.
• Minimum 3 years of direct customer support experience in a technical capacity.