Director, Technical Support

Summary

Join ExtraHop's team as Director, Support Engineering, leading a team of Support Engineers, Team Leaders, and Managers. Ensure world-class technical support for complex cybersecurity products. Build and mentor a high-performing team, driving operational excellence and acting as a liaison between customers and product/engineering teams. This role requires expertise in next-gen customer success technologies and cybersecurity SaaS products. You will optimize support processes, collaborate with other teams, and contribute to strategic planning. The position offers a competitive salary and benefits package.

Requirements

• Bachelor's degree in Computer Science, Information Security, or a related technical field, or equivalent practical experience
• [4+] years of experience in technical support or support engineering roles, with a strong focus on enterprise SaaS products
• [8+] years of experience in a leadership or management role, leading technical support teams (minimum of 30 FTEs)
• Experience leading globally distributed teams
• Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Online Communities, Slack, Confluence, Gainsight)
• Excellent problem-solving, analytical, and troubleshooting skills, with the ability to analyze complex data sets
• Strong communication (written and verbal), interpersonal, and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
• Demonstrated ability to build strong relationships with customers and internal stakeholders
• A customer-first mindset with a passion for delivering exceptional service
• Ability to thrive in a fast-paced, dynamic, and evolving environment

Responsibilities

• Lead, mentor, and develop a team of highly skilled Support Engineers, Team Leaders, and Managers, fostering a culture of continuous learning, collaboration, and accountability
• Conduct regular weekly one-on-one meetings, performance reviews, and provide constructive feedback to drive individual and team growth
• Recruit, Interview, onboard, and retain top talent to scale the team effectively
• Oversee daily operations, including work allocation, scheduling, and ensuring adequate coverage for 24/7 support (if applicable)
• Ensure the team consistently meets and exceeds Service Level Agreements (SLAs) and key performance indicators (KPIs) for response times, resolution times, and customer satisfaction
• Serve as an escalation point for complex technical issues, providing expert guidance and hands-on troubleshooting when necessary
• Lead Incident Command, Account Escalation, and Case Escalation Protocols and Continuous Improvement
• Collaborate with customers to understand their needs, gather feedback, and translate insights into actionable improvements for our products and services
• Implement and optimize support processes, tools, and documentation to enhance efficiency and customer self-service capabilities
• Proactively identify and address potential customer pain points and areas for improvement in the support experience
• Maintain a deep understanding of ‘next gen’ customer success technologies and processes, which drive self-service, organizational efficiencies, and productivity improvements (e.g., AI Agents, Unified Search, Team Collaboration Tools, Customer Health Scoring Methodologies, In-App Support, Proactive Support, etc.)
• Maintain a broad understanding of our cybersecurity SaaS products, underlying technologies, and the broader cybersecurity landscape (e.g., XDR, EDR, NDR, IAM, SIEM, Cloud Security, etc.)
• Work closely with Product Management, Engineering, and Customer Success teams to facilitate issue resolution, contribute to product enhancements, and provide valuable customer insights
• Contribute to the development of the online customer Community platform, including the internal knowledge base and external customer-facing documentation, to improve product self-serviceability
• Stay current with emerging threats, vulnerabilities, and industry best practices in cybersecurity
• Participate in strategic planning for the support engineering function, including roadmap development and resource allocation
• Drive initiatives to improve the overall customer experience and product quality
• Represent the voice of the customer within the organization, advocating for their needs and priorities

Preferred Qualifications

• Network Security Experience
• XDR, EDR, NDR, SIEM Experience
• Six Sigma
• Experience building out international/offshore locations
• Referenceable experience leading Digital Transformation initiatives

Benefits

• Health, Dental, and Vision Benefits
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
• FSA and Dependent Care Accounts + EAP, where applicable
• Educational Reimbursement
• 401k with Employer Match or Pension where applicable
• Pet Insurance (US Only)
• Parental Leave (US Only)
• Hybrid and Remote Work Model