Director, Customer Support

About the role

This is an exciting opportunity for an experienced customer support leader to drive operational excellence within a fast‑paced, innovative cybersecurity environment. You will oversee global support teams, ensuring exceptional experiences for enterprise customers worldwide.

Key responsibilities

• Lead and manage global customer support operations, maintaining high‑quality service delivery and customer satisfaction.
• Mentor a team of Support Engineers, fostering a customer‑first culture of collaboration and continuous improvement.
• Define, implement, and optimise support processes, SLAs, escalation procedures, and operational best practices.
• Drive strategic initiatives to improve customer experience, scalability, productivity, and service efficiency.
• Collaborate with engineering, product, customer success, and executive stakeholders to address customer needs.
• Monitor key metrics such as CSAT, ticket resolution times, response times, and operational KPIs, taking corrective actions as needed.
• Manage critical customer escalations end‑to‑end, ensuring timely resolution and clear communication.
• Support the development of scalable tooling, self‑service resources, training programs, and operational frameworks.

Required profile

• 10+ years leading global technical support teams in B2B software, cybersecurity, SaaS or similar technology organisations.
• Strong technical background in Linux, networking, cloud technologies, security or related infrastructure.
• Proven experience creating and enforcing support processes, operational standards and service level objectives.
• Demonstrated ability to scale and mentor high‑performing technical support teams in fast‑growing international settings.
• Experience managing customer escalations, support analytics, reporting and operational KPIs using platforms such as Salesforce Service Cloud.
• Excellent leadership, communication and stakeholder‑management skills.

Required skills

• Linux
• Networking
• Cloud technologies
• Security/infrastructure
• Salesforce Service Cloud