Director, Technical Support

Job description

At ExtraHop, we’re on a mission to help organizations achieve complete visibility, real-time threat detection, and proactive security through cutting-edge network detection and response (NDR) technology. Our NDR product is a market leader, providing our customers with the ability to detect, investigate, and respond to threats faster than ever before.

We’re proud of the work we do and the recognition we’ve received, including our recent Gartner Peer Insights award, which reflects the trust and satisfaction our customers have in our solutions.

If you’re passionate about innovation, dedicated to protecting digital infrastructures, and ready to make a real impact, we invite you to join our team and help us shape the future of cybersecurity.

We are seeking an experienced and highly motivated Director, Support Engineering to lead our talented team of Support Engineers, Team Leaders, and Managers. In this critical role, you will be responsible for ensuring our customers receive world-class technical support for our complex cybersecurity products. You will build and mentor a high-performing team, drive operational excellence, and act as a key liaison between our customers and our product and engineering teams. This is an exciting opportunity for a technical leader with a passion for cybersecurity, customer success, and building scalable support operations in a dynamic SaaS environment.

What You’ll Do:

• Team Leadership & Development:

  • Lead, mentor, and develop a team of highly skilled Support Engineers, Team Leaders, and Managers, fostering a culture of continuous learning, collaboration, and accountability.
  • Conduct regular weekly one-on-one meetings, performance reviews, and provide constructive feedback to drive individual and team growth.
  • Recruit, Interview, onboard, and retain top talent to scale the team effectively.
  • Oversee daily operations, including work allocation, scheduling, and ensuring adequate coverage for ²⁴⁄₇ support (if applicable).

• Operational Excellence & Customer Satisfaction:

  • Ensure the team consistently meets and exceeds Service Level Agreements (SLAs) and key performance indicators (KPIs) for response times, resolution times, and customer satisfaction.
  • Serve as an escalation point for complex technical issues, providing expert guidance and hands-on troubleshooting when necessary.
  • Lead Incident Command, Account Escalation, and Case Escalation Protocols and Continuous Improvement
  • Collaborate with customers to understand their needs, gather feedback, and translate insights into actionable improvements for our products and services.
  • Implement and optimize support processes, tools, and documentation to enhance efficiency and customer self-service capabilities.
  • Proactively identify and address potential customer pain points and areas for improvement in the support experience.

• Technical Expertise & Collaboration:

  • Maintain a deep understanding of ‘next gen’ customer success technologies and processes, which drive self-service, organizational efficiencies, and productivity improvements (e.g., AI Agents, Unified Search, Team Collaboration Tools, Customer Health Scoring Methodologies, In-App Support, Proactive Support, etc.)
  • Maintain a broad understanding of our cybersecurity SaaS products, underlying technologies, and the broader cybersecurity landscape (e.g., XDR, EDR, NDR, IAM, SIEM, Cloud Security, etc.)
  • Work closely with Product Management, Engineering, and Customer Success teams to facilitate issue resolution, contribute to product enhancements, and provide valuable customer insights.
  • Contribute to the development of the online customer Community platform, including the internal knowledge base and external customer-facing documentation, to improve product self-serviceability.
  • Stay current with emerging threats, vulnerabilities, and industry best practices in cybersecurity.

• Strategic Contribution:

  • Participate in strategic planning for the support engineering function, including roadmap development and resource allocation.
  • Drive initiatives to improve the overall customer experience and product quality.
  • Represent the voice of the customer within the organization, advocating for their needs and priorities.

What You’ll Bring:

• Bachelor’s degree in Computer Science, Information Security, or a related technical field, or equivalent practical experience.
• [4+] years of experience in technical support or support engineering roles, with a strong focus on enterprise SaaS products.
• [8+] years of experience in a leadership or management role, leading technical support teams (minimum of 30 FTEs)
• Experience leading globally distributed teams
• Proven experience optimizing ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) and support tools (e.g., Online Communities, Slack, Confluence, Gainsight)
• Excellent problem-solving, analytical, and troubleshooting skills, with the ability to analyze complex data sets.
• Strong communication (written and verbal), interpersonal, and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Demonstrated ability to build strong relationships with customers and internal stakeholders.
• A customer-first mindset with a passion for delivering exceptional service.
• Ability to thrive in a fast-paced, dynamic, and evolving environment.

Nice to Haves:

• Network Security Experience
• XDR, EDR, NDR, SIEM Experience
• Six Sigma
• Experience building out international/offshore locations
• Referenceable experience leading Digital Transformation initiatives

The base salary for this position is between $130,000 - $145,000 annually, plus bonus

ABOUT EXTRAHOP

ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. We’re on a mission to protect and propagate trust by revealing the cybertruth, and we partner with every customer, every day, to uncover it. Our Reveal(x) 360 platform is the only network detection and response solution delivering the 360-degree visibility needed to see everything on the network. When organizations have full network transparency with ExtraHop, they can see more, know more, and stop more cyberattacks.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We’ve been recognized as a “Customer’s Choice” by Gartner Peer Insights™ Voice of the Customer, and as a Leader in the Forrester Wave®: Network Analysis and Visibility, Q2 2023. ExtraHop has won AI Breakthrough Awards four times (2018-2020, 2023) and our Channel Partner program has received a 5-star rating from CRN for our 2023 Partner Program Guide. Our flagship product, Reveal(x), has received numerous accolades, including a 2022 Edison Award for Cybersecurity.

Employees’ wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits:

• Health, Dental, and Vision Benefits
• Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
• Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
• FSA and Dependent Care Accounts + EAP, where applicable
• Educational Reimbursement
• 401k with Employer Match or Pension where applicable
• Pet Insurance (US Only)
• Parental Leave (US Only)
• Hybrid and Remote Work Model

*Candidates should note that the Company may modify reporting relationships, job titles and compensation, including commissions and benefits, from time to time at its sole discretion, as it deems necessary, with or without prior notice.

We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.

We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, color, religion, sex, gender identification and expression, marital status, military status, pregnancy (including but not limited to potential pregnancy and pregnancy-related conditions), sexual orientation, age , national origin, ancestry, citizenship or immigration status, disability ,, genetic information, or any other protected class as established by law.

Our people are our most important competitive advantage, leading the charge cyber criminals and insider threats.

Ready to join us?   #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec #LI-Remote