Note: The job is a remote job and is open to candidates in USA. Arctic Wolf is a leader in the cybersecurity industry, recognized for its innovative approach to security operations. The Director of Customer Technical Support will provide leadership and direction to the customer-facing technical support functions, ensuring a first-class customer support experience while managing a global team of technical support analysts.
Responsibilities
- Excellent communications with a coaching leadership style
- Identifies and assesses critical customer and customer operations issues and makes appropriate recommendations and acts as a change agent
- Collaborates effectively with internal and external teams to resolve customer incidents
- Tracks, analyzes, and creates executive operational metric dashboards
- Works collaboratively with internal business partners and is a primary liaison and a key approver for any projects/processes/communication
- Helps guide the direction of Support deliverables, training, staff organization, and goals
- Investigates and adopts technical tools that will allow the Support team to resolve problems in a faster and more efficient manner
- Works with their team and internal groups to create standard process flows for troubleshooting/resolution between departments
- Works directly with customers, cross-functional teams, and leadership on escalated issues
- Works closely with Arctic Wolf’s S2 (Security Services) leadership team to ensure complete delivery of services to our customers
- Create and develop a diverse, high-performing support team by mentoring and coaching direct reports
- Demonstrates empathy and drives actions based on customer situations and needs
- Assist global incident communications and escalation processes
Skills
- 12 years of progressive networking, telecommunications, or IT leadership experience. At least 5 years in a global or large enterprise technical responsibility
- Experience in Customer facing roles and/or organizations
- Experience building, scaling & monitoring infrastructure needed for SaaS-based applications and services is a significant benefit
- Expertise in cloud infrastructure specifically with an understanding of AWS native architectures
- Experience with enterprise class security standards
- Must bring a 'Customer First' philosophy and history of building and working in organizations that delight customers and drive industry leading customer sat and engagement
- Experience with endpoint architectures (EDR) that involve Mac, Windows, and Linux/UNIX Operating systems
- Familiarity with tools, particularly ITSM ticket management systems (Jira, or ServiceNow, BMC, IBM Tivoli, or Zendesk) to assist in automation of tasks for both efficiency and repeatability
- Ability to pull/analyze data used for decision making and identification of process improvement opportunities
- Strong leadership and team building skills
- Bachelor's degree in business administration (preferred), Engineering, Computer Science, or a related discipline; Master's degree or MBA is highly desirable; equivalent experience acceptable
- Prefer experience working with a globally distributed, cross-functional engineering, product, and operations teams
Benefits
- Equity for all employees
- Flexible time off and paid volunteer days
- RRSP and 401k match
- Training and career development programs
- Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
- Robust Employee Assistance Program (EAP) with mental health services
- Fertility support and paid parental leave
Company Overview