Director of Customer Support Engineering

About the role 

As a Director of Customer Support Engineering, you will lead the team responsible for ensuring Analyst1 is operational in every aspect of its technical requirements for our Enterprise and Federal customers — from initial deployment and platform tuning through disaster recovery and integration with other security tools. This role owns the strategy, staffing, and performance of the Support function, while remaining technically credible enough to step into the most complex escalations personally when needed. This is a hands-on role with leadership responsibilities.

You will spend your days working closely with dedicated Customer Success colleagues to build, improve, and support our customers' use of Analyst1 to defend their networks. You'll also partner directly with Product and Engineering leadership translating customer-facing operational realities into product feedback & roadmap input, serve as a stakeholder providing guidance during development, and preview new functionality before it is rolled out to customers. 

This role acts as the backstop to our Customer Success account team. The Customer Support Engineering team is made up of engineering experts from the Physical layer to the Application layer, builders and maintainers of tools, troubleshooting pros, and the link between customers and developers. As Director, you maintain and elevate the standard for that function and nurture the team that delivers it. 

What you’ll do

• 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 (response time, resolution time, customer satisfaction, escalation volume) to company leadership. 
• Personally engage on the most complex or highest-stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform. 
• Troubleshoot operational issues with the tool and with integrated tools and/or feeds. 
• Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers. 
• Own the quality and completeness of support documentation, including integration guides, and ensure the team maintains them. 
• 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 Engineering to the Product team, informed by patterns across the customer base. 
• Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/Playbook integrations). 
• Provide product feedback to the Product team based on customer experiences. 
• Build, lead, and grow the Customer Support Engineering team, including hiring, coaching, performance management, and career development. 
• Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements. 

 What you’ll bring 

• 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles and industry, with prior experience leading or managing a technical team. 
• 7+ years of Linux/Unix usage (we use Centos, Red Hat, and Rocky) 
• 2+ years of relational database usage (we use PostgreSQL) 
• Strong network troubleshooting, system troubleshooting, and application troubleshooting experience, including complex log parsing  
• Strong written and verbal communication with peer engineers, end users, and customer project managers 
• Knowledge of enterprise level businesses and inner IT workings. 
• Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanner, IDS/IPS, Firewall, EDR, data lakes/log aggregators, threat research/intelligence tools & platforms.  
• Provide team coverage for break/fix requirements when needed. 
• BA/BS or equivalent combination of education and experience 

Bonus if you have

• Scripting or programming experience (our languages are Bash, Java, and Python) 
• AWS Commercial and/or GovCloud experience (S3, EC2, Cognito, Route 53, IAM) 
• Ability to support the development of third-party integrations. 
• Past performance in SOC, CTI, Incident Response, or other related cyber security teams 
• Past performance in engineering API based integration solutions between commercial products  
• Background as government civilian or contractor  
• Current or past DHS suitability or DoD clearance

The US base salary for this full-time position starts at $140k 

Analyst1 salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, location and relevant education or training.

This position does not provide sponsorship