Director, Global Technical Support

Contrast Security • Pleasanton, CA

3d

About The Position

At Contrast Security, we’re redefining how organizations protect their software at the speed of modern development. With industry-leading Application Detection and Response (ADR), we give teams the power to detect, stop and fix real threats in real time. If you're passionate about building smarter, faster, more effective security, you’ll fit right in. We’re looking for sharp minds, fearless builders, and problem-solvers who thrive on turning complex challenges into innovative solutions. Contrast Security is seeking a Director of Global Technical Support to lead, and modernize our Support organization. This is a critical and strategic leadership role responsible for shaping the future of customer experience; combining technical excellence, operational leadership, and the integration of AI-driven support capabilities. You will lead a high-performing support organization that ensures customer satisfaction, accelerates resolution times, and drives measurable customer outcomes. You will also play a key role in evolving our global “follow-the-sun” model, enabling seamless 24/7 support coverage and operational excellence.

Requirements

• 10+ years of experience in technical support, customer success, or related roles, including 5+ years in leadership positions.
• Proven track record building or transforming a modern support organization, ideally with AI/automation integration.
• Strong technical foundation in application security, software development, or DevSecOps, with working knowledge of languages such as Java and .NET.
• Deep understanding of SDLC, CI/CD pipelines, and software engineering methodologies.
• Familiarity with support platforms (e.g., Zendesk, Salesforce Service Cloud) and experience implementing AI or chat-based support solutions.
• Strategic thinker with operational discipline — skilled in setting vision, defining metrics, and executing against measurable outcomes.
• Excellent communication and collaboration skills with both technical and executive audiences.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field; advanced degree a plus.

Responsibilities

• Evolve and grow a high-performing global support team focused on technical depth, customer empathy, and operational rigor.
• Champion and drive the transformation of support using AI, leading the design and implementation of AI-powered tools, workflows, and automation to improve case resolution, knowledge management, and predictive support capabilities.
• Oversee the creation and curation of a dynamic knowledge base, ensuring both human agents and AI-powered tools can surface accurate and contextual answers quickly.
• Lead and align global support operations to deliver a seamless "follow-the-sun" experience, ensuring consistency, collaboration, and exceptional customer outcomes worldwide.
• Act as a "player-coach" by actively handling complex customer escalations and engaging directly in ticket resolution during peak volume periods to maintain a real-time pulse on product issues.
• Collaborate closely with Product, Engineering, and GTM teams to identify emerging issues, influence roadmap priorities, and act as a trusted advisor, ensuring customer feedback informs product innovation.
• Define, measure, and report on key support metrics (e.g., CSAT, FRT, Resolution Rate) to ensure continuous improvement, operational transparency, and adherence to service level agreements (SLAs).
• Own and optimize the support technology stack (CRM, Knowledge Base, automation tools), driving maximum value and adoption across the team.
• Mentor and coach team members to achieve professional growth and excellence, fostering a culture of ownership and continuous learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 251-500 employees