Director, Technical Support
Tasks
- Coordinate incidents for MSP partners
- Deploy AI triage agents
- Design and maintain operational dashboards
- Drive automated Tier 1 resolution workflows
- Enforce human in the loop AI protocols
- Govern AI use with audit trails and permission enforcement
- Increase ticket deflection rate
- Lead technical support function
- Optimize support workflows and escalation paths
- Own support KPIs including NPS MTTR and SLA
- Perform executive reporting on support metrics
- Recruit develop and retain technical support engineers
Perks/Benefits
Skills/Tech-stack
AI triage | Access Control | Audit trails | Automated Ticket Resolution | Change Management | Cybersecurity | Dashboarding | Data Governance | ITIL v4 | ITSM | Incident Response | Jira | Knowledge Base | Knowledge base management | LLM | Managed Services | SaaS | Salesforce | Security Compliance | Sentiment Analysis | Support analytics | Technical Support | Ticket Clustering | Ticket deflection | Ticket resolution | Zendesk | Zendesk AI
Education
N/A
Related jobs
-
Director of Application and DevSecOps Security USD 150K-214KAPI Security | AWS | Access Control | Application Security | AuthenticationEducational assistance | Flexible vacation policy | Fully remote option | Leadership development programs | Technical development academiesExecutive-level Full TimeAny city, TX, US, 99999 R4d ago
-
Senior Director – Enterprise Security Architecture USD 124K-186KAI Security | Access Management | Application Security | Architecture Review | Architecture Review BoardsSenior-level Full TimeUSA - PA - Remote, United … R4d ago
-
Director, Threat and Vulnerability Management USD 203K-249KAI | Asset Criticality | Cyber Threat | Cyber threat actors | Detection engineeringExecutive-level Full TimeNew Jersey Office - 210 Hudson … R4d ago
-
Director, Data and Cloud Security USD 126K-194KAPI Authentication | API Security | API authorization | AWS | Azure401k | Dental insurance | Disability insurance | Health insurance | Life insuranceExecutive-level Full TimeRemote - CO, United States R4d ago
-
Director, MDR (Managed Detection and Response) USD 181K-224K24 7 Global Service Delivery | Contract Negotiation | Crisis management | Customer Executive Communication | Detection and ResponseCareer growth opportunities | Flexible time off | Health benefits | Paid time off | Retirement plan employer matchExecutive-level Full TimeChelmsford, Massachusetts, United States; Alpharetta, Georgia, … R4d ago
-
AI Governance | Audit management | Bias detection | By Design | Cloud ComputingCareer growth opportunities | Coaching sessions | Professional development programsSenior-level Full TimeSan Francisco, United States R8d ago
-
Director of Pricing Strategy and Transformation USD 135K-330KAnalytics | Book management | Budgeting | Change Management | Competitive IntelligenceCommunity involvement support | Family-friendly benefits | Flexible work hours | Medical, dental & vision coverage | Paid parental leaveExecutive-level Full TimeRemote United States, United States R9d ago
-
Director of Product Certifications and Compliance USD 135K-330KBudgeting | Compliance | Cross-functional | Cross-functional leadership | CybersecurityFamily-friendly benefits | Flexible work hours | Medical, dental, and vision coverage | Paid parental leave | Paid time offExecutive-level Full TimeRemote United States, United States R9d ago
-
Director, Security Practice USD 163K-225KAPI Gateway | CCSP | CISM | CISSP | CybersecurityCareer development | Hybrid work | Remote work | Training programsExecutive-level Full TimeTempe, Arizona, United States - Remote R9d ago
-
Sr. Director, Product Management, Data Protection USD 221K-382KAI machine learning | CASB | Competitive Analysis | Compliance | Cross-Functional CollaborationAnnual wellness days | Community Outreach Days | Flexible time off | Flexible work environment | Learning and developmentSenior-level Full TimeSunnyvale, CA, United States R10d ago
-
Director, Privacy & Security Enterprise Engagement USD 148K-274KAI Governance | Audit management | BCDR | Business Continuity | Contract Assurance401k | Flexible work arrangements | Health insurance | Paid time off | Stock purchase planExecutive-level Full TimeRemote-MO, United States R10d ago
-
Sr. Director of MSSP Partnerships & Hyperscalers USD 177K-243KACE Pipeline | AWS | AWS Marketplace | Channel sales | Cloud Marketplace401k match | ADandD insurance | Employee assistance program | Generous time off | HSASenior-level Full TimeUnited States - Remote R10d ago
-
Budgeting | CMMC | Cloud Migration | Cloud Security | Continuous MonitoringHealth insurance | Life insurance | Remote work | Voluntary lifestyle benefitsSenior-level Full TimeRemote, US R11d ago
-
Senior Director, Global Data Protection & AI Security USD 242K-403KAI Data | AI Data Security | AWS | Access Control | Amazon Web Services401k company match | Annual bonuses | Dental insurance | Disability insurance | Equity awardsSenior-level Full TimeSLEEPY HOLLOW, United States R12d ago
-
AI Driven | AI Driven Security Operations | AI-driven security | AWS | AzureHybrid work flexibility | Remote work flexibility | Travel opportunitiesSenior-level Full TimeRemote - Texas, United States R17d ago
-
Director - Technology Innovation and Engineering USD 149K-224KAI Engineering | AI-assisted workflows | API Design | Audit Logging | Cloud infrastructure401k retirement plan | Dental insurance | Disability insurance | Employee stock purchase plan | Life insuranceExecutive-level Full TimeRemote, United States R18d ago
-
Artificial Intelligence | Audit management | Automation | Cause analysis | Control DesignDental insurance | Disability insurance | Health insurance | Health savings account | Life insuranceExecutive-level Full TimeIL-Illinois - Virtual, United States R22d ago
-
Access Management | Business Continuity | CISA | CISM | CISSPExecutive-level Full TimePittsburgh, PA, United States R24d ago
-
Director, Product Security USD 224K-280KCI/CD | DAST | Development Lifecycle | FedRAMP | ISO 27001401k plan | Equity | Flex fund stipend | Health coverage | Pension planExecutive-level Full TimeRemote, East Coast USA R24d ago
-
Director, Threat Intelligence Research USD 186K-302KAI-Native Security Operations | AI-native | AI-native security | Automation | Cyber ThreatExecutive-level Full TimeRemote - USA - New York, … R1mo ago
-
Accruals | Budgeting | Capacity Planning | Cybersecurity | Financial Management401k matching | Annual bonus | Annual equity awards | Commuting subsidy | Dental insuranceExecutive-level Full Time5000 - Vertex US - Fan … R1mo ago
-
Director, Falcon Cloud Security (Remote, Eastern Region) USD 160K-215KAccount Planning | Clari | Cloud Security | Competitive Analysis | Consultative sellingCompetitive vacation and holidays | Employee networks | Paid adoption leave | Paid parental leave | Professional development opportunitiesExecutive-level Full TimeUSA MA Remote, United States R1mo ago
-
Director of Security, IAM USD 177K-243KAccess Management | Amazon Web Services | Auth0 | Authentication | Authorization401k match | Flexible work schedule | Paid parental leave | Paid volunteer days | Remote work flexibilityExecutive-level Full TimeWashington DC R1mo ago
-
Director, Technology Risk Management USD 150K-200KAI Governance | Automation | Cause analysis | Change Management | Cloud Infrastructure Risk401k match | Dental insurance | ESPP | Employee stock purchase plan | Flexible spending accountExecutive-level Full TimeRemote, United States R1mo ago
-
Chief Information Security Officer (CISO) USD 237K-390KAccess Certification | Access Management | Application Security | Auditor Management | Business Continuity401k retirement plan | Employee assistance program | Equity compensation | Flexible spending accounts | Flexible time offExecutive-level Full TimeMorristown, NJ (hybrid) R1mo ago