Director, Customer Technical Support

Job Description At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the **Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60** lists, and we recently took home the **2024 CRN Products of the Year** award. We’re proud to be named a **Leader** in the **IDC MarketScape** for Worldwide Managed Detection and Response Services and earning a **Customers' Choice** distinction from **Gartner Peer Insights**. Our **Aurora Platform** also received **CRN’s Products of the Year** award in the inaugural **Security Operations Platform** category. Join a company that’s not only leading, but also shaping, the future of security operations. Our mission is simple: End Cyber Risk. We’re looking for a Director, Customer Technical Support to be part of making that happen. **About the Role:** 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. **Primary Responsibilities and Duties** - 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. **Key Skills** - 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 us…