Director of Technical Support

Cyera•New York, NY

6d•Remote

About The Position

We're looking for a Director of Technical Support who brings engineering depth, operational rigor, and the credibility to stand shoulder-to-shoulder with enterprise security teams and R&D engineers alike. You'll own the technical health of our Support organization - setting the bar for how complex cloud issues are diagnosed, resolved, and prevented - while building the team, processes, and culture that make world-class support sustainable at scale. This role reports to the VP of Technical Support and leads a global team of Technical Support Engineers and Managers.

Requirements

10+ years in enterprise software or cloud-native SaaS, including 5+ years in a senior leadership role managing technical support or escalation engineering teams.
3+ years of hands-on experience as a Software Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management.
Proven track record scaling global, 24/7 technical support operations with data-driven KPIs.
Experience owning headcount planning, hiring, and team budget.
Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.
Deep fluency in cloud architectures (AWS, Azure, or GCP) and SaaS data pipelines.
Ability to analyze logs, interpret stack traces, and use observability tools (Datadog, Splunk, OpenTelemetry) to identify systemic patterns.
Solid understanding of REST APIs, SQL/NoSQL data stores, and enterprise authentication (SSO, OAuth, SAML).
Demonstrated experience collaborating with software development teams to drive root-cause resolution and influence product quality.
Able to translate complex technical issues into clear, concise narratives for executive and customer stakeholders.
Immediate credibility with enterprise IT and security teams in high-pressure situations.
Strong systems thinking - able to balance day-to-day operational responsiveness with long-term process and product improvements.
Comfortable operating in ambiguity; track record of designing and scaling processes in fast-paced, high-growth environments.

Nice To Haves

Experience in cybersecurity or data security.
Experience building a Support organization or function from the ground up.
Familiarity efficiency (Python, Bash, or equivalent).
Experience building or managing lab/sandbox environments for technical validation.

Responsibilities

Lead a global team of Technical Support Engineers and Managers handling advanced troubleshooting across cloud environments (AWS, Azure, GCP), APIs, data pipelines, and enterprise integrations.
Serve as the highest-level escalation point for complex technical cases.
Drive root-cause analysis (RCA) for critical incidents and systemic product issues.
Establish technical standards for case handling, diagnostics, and escalation workflows.
Ensure team enablement through lab environments, sandbox systems, and reproducible test cases.
Lead internal technical reviews of recurring issues to surface architectural or product improvements.
Act as the primary bridge between Support and Engineering - participating in bug triage and sprint planning as the voice of customer impact.
Identify patterns across cases and proactively escalate product gaps before they become customer-facing incidents.
Collaborate with Product and Technical Writing to improve documentation and self-service resources, reducing avoidable ticket volume.
Build and optimize processes that measurably improve time-to-diagnosis and time-to-resolution.
Define, track, and report on Support KPIs: CSAT, CES, MTTR, FRT, FCR, and escalation rate.
Implement structured RCA and post-incident review processes.
Oversee technical training programs that raise team capability in debugging, scripting, and systems analysis - including regular "bug-a-thon" sessions focused on systemic issue reduction.
Recruit, mentor, and develop highly technical support engineers and managers across multiple regions.
Build technical career ladders within Support (e.g., Tier 3 Engineer, Escalation Engineer, Product Liaison).
Foster a culture of ownership, analytical rigor, and proactive problem-solving over reactive ticket handling.