Director of Technical Support

Cyera

Director of Technical Support managing a global team for a leading AI trust infrastructure company. Focused on customer impact, technical standards, and operational excellence in cloud environments.

Posted 6/15/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformNoSQLSplunkSQL

About the role

Key responsibilities & impact

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
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
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
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

Requirements

What you’ll need

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
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
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

Benefits

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

cloud environmentsAWSAzureGCPAPIsdata pipelinesSQLNoSQLREST APIsobservability tools

Soft Skills

leadershipanalytical rigorproblem-solvingcommunicationcollaborationmentoringteam enablementprocess optimizationcustomer impactscaling operations