Director of Product Technical Support

About the Role

The world’s most critical—and most targeted—business applications have been neglected for far too long. Onapsis eliminates this blind spot by providing cybersecurity solutions purpose-built for business-critical applications. Whether deployed on-premises, in the cloud, or in hybrid environments, Onapsis helps nearly 30% of the Forbes Global 100 protect the systems that run their global operations.

As Onapsis continues to scale both its SaaS and on-premise offerings, we are evolving Product Technical Support from a reactive function into a strategic, data-driven Product Support organization. We are seeking a Director of Technical Support to lead this transformation globally.

Summary of the Role

The Director of Product Technical Support is a senior leader responsible for defining, scaling, and operating Onapsis’ global Product Technical Support organization across L1, L2, L3, and formal engineering escalation paths. This role owns the support operating model, customer responsiveness and resolution outcomes, and cost-to-serve, while ensuring tight alignment with Product, Engineering, and Customer Success.

This leader will build and manage a globally distributed organization that delivers predictable, high-quality support for both SaaS and on-premise products, while transforming support data into actionable insights that drive product improvement and reduce systemic customer pain.

Key Responsibilities

• Lead the global Technical Support organization across L1, L2, and L3 functions, including formal escalation handoffs to Product Engineering.
  
  
• Define and evolve the support strategy, organizational structure, and service delivery model for both SaaS and on-premise products.
  
  
• Own and report on key support KPIs, including First Response Time (FRT), Mean Time to Resolution (MTTR), escalation containment, customer satisfaction (CSAT), and cost per case.
  
  
• Build and manage a leadership layer of managers and team leads; own headcount planning, leveling, hiring strategy, and global budgeting.
  
  
• Partner closely with Product Management and Engineering to improve defect resolution workflows, escalation models, and long-term product quality.
  
  
• Oversee the Customer Escalation Event process and ensure alignment with incident response practices, executive communication, and engineering engagement.
  
  
• Establish and mature the Voice of the Customer (VoC) program by translating support trends and root causes into actionable product and roadmap input.
  
  
• Drive operational excellence through documentation standards, internal tooling improvements, knowledge base growth, and automation/self-service adoption.
  
  
• Lead global, shift-based, and geo-distributed support models, ensuring compliance with labor laws, contractual SLAs, and regional requirements.
  
  
• Partner with HR and executive leadership on performance management, career development, succession planning, and organizational health.
  
  
• Advise executive leadership on customer risk, systemic issues, and operational trends using data from support operations.
  
  

Competencies and Expertise

• Advanced Support Operations & Metrics: Deep expertise designing and operating KPI-driven support organizations, with the ability to turn metrics into strategic and operational action.
  
  
• Incident and Escalation Leadership: Proven experience leading complex, customer-critical issues, including multi-product escalations, outages, and defect-driven incidents using structured response models.
  
  
• SaaS and On-Premise Support Models: Strong understanding of modern support tiering (L1–L4), subscription-based services, proactive monitoring, and self-service strategies.
  
  
• Organizational Design & People Leadership: Demonstrated ability to scale global teams, develop leaders, manage performance, and align organizational structure to business priorities.
  
  
• Product & Engineering Collaboration: Working knowledge of product development lifecycles, defect management, RCA processes, and escalation tooling (e.g., JIRA, Confluence, Zendesk).
  
  
• Voice of the Customer Champion: Ability to synthesize customer pain points and operational data into insights that influence product strategy and engineering investment.
  
  
• Technical Acumen: Comfortable engaging in technical discussions with engineers and customers, including platform architecture, integrations, logs, APIs, and deployment models.
  
  
• Financial &am