Director, Technical Support

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.
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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, leadin