Contrast Security

Director, Global Technical Support

Contrast Security

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Salary

💰 $160,000 - $200,000 per year

Job Level

Lead

Tech Stack

CloudJava.NETSDLC

About the role

  • Evolve and grow a high-performing global support team focused on technical depth, customer empathy, and operational rigor.
  • Champion and drive the transformation of support using AI, leading the design and implementation of AI-powered tools, workflows, and automation to improve case resolution, knowledge management, and predictive support capabilities.
  • Oversee the creation and curation of a dynamic knowledge base, ensuring both human agents and AI-powered tools can surface accurate and contextual answers quickly.
  • Lead and align global support operations to deliver a seamless "follow-the-sun" experience, ensuring consistency, collaboration, and exceptional customer outcomes worldwide.
  • Act as a "player-coach" by actively handling complex customer escalations and engaging directly in ticket resolution during peak volume periods to maintain a real-time pulse on product issues.
  • Collaborate closely with Product, Engineering, and GTM teams to identify emerging issues, influence roadmap priorities, and act as a trusted advisor, ensuring customer feedback informs product innovation.
  • Define, measure, and report on key support metrics (e.g., CSAT, FRT, Resolution Rate) to ensure continuous improvement, operational transparency, and adherence to service level agreements (SLAs).
  • Own and optimize the support technology stack (CRM, Knowledge Base, automation tools), driving maximum value and adoption across the team.
  • Mentor and coach team members to achieve professional growth and excellence, fostering a culture of ownership and continuous learning.

Requirements

  • 10+ years of experience in technical support, customer success, or related roles, including 5+ years in leadership positions.
  • Proven track record building or transforming a modern support organization, ideally with AI/automation integration.
  • Strong technical foundation in application security, software development, or DevSecOps, with working knowledge of languages such as Java and .NET.
  • Deep understanding of SDLC, CI/CD pipelines, and software engineering methodologies.
  • Familiarity with support platforms (e.g., Zendesk, Salesforce Service Cloud) and experience implementing AI or chat-based support solutions.
  • Strategic thinker with operational discipline — skilled in setting vision, defining metrics, and executing against measurable outcomes.
  • Excellent communication and collaboration skills with both technical and executive audiences.
  • Bachelor’s degree in Computer Science, Engineering, or a related technical field; advanced degree a plus.
Benefits
  • Offers Equity 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI integrationapplication securitysoftware developmentDevSecOpsJava.NETSDLCCI/CD pipelinessupport metricsautomation tools
Soft skills
customer empathyoperational rigorstrategic thinkingcommunication skillscollaboration skillsmentoringcoachingleadershipproblem-solvingcontinuous learning
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Engineeringadvanced degree in a related field