Director, Customer Technical Support
About The Position
The role provides leadership and direction to the customer facing technical support functions and personnel necessary to maintain a first class-customer support experience. The ideal candidate will possess strong critical thinking skills, be customer support minded, a strong technical advisor at an IT operations level, and have experience scaling infrastructure support (I&O) and service capabilities (Global 24x7) helping to drive service quality. This person directs a team of about 30 resources (level 2 and 3 technical support analysts) which includes 3 managers and additional team leads. Functions include I&O technical support, ticket intake/triage group, and the Major Incidents (ICs) for customer end-point operations.
Requirements
- 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.
- 12 years of progressive networking, telecommunications, or IT leadership experience. At least 5 years in a global or large enterprise technical responsibility.
Nice To Haves
- Prefer experience working with a globally distributed, cross-functional engineering, product, and operations teams.
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Director
