[Hiring] Director of Technical Support @Cyera

Role Description

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.

Responsibilities

• Technical Leadership
  • 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.
• Engineering Partnership
  • 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.
• Operational Excellence
  • 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.
• Team Development
  • 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.

Qualifications

• Experience & Leadership
  • 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.
• Technical Capabilities
  • 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.
• Leadership & Communication
  • 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.

Requirements

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

Benefits

• Ability to work remotely, with office setup reimbursement.
• Competitive salary.
• Unlimited PTO.
• Paid holidays and sick time.
• Health, vision, and dental insurance.
• Life, short and long-term disability insurance.