Director, Global Technical Support

October 23

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $160k - $200k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

🦅 H1B Visa Sponsor

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Contrast Security

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Cybersecurity • Software • Technology

Contrast Security is the leader in modernized application security, embedding code analysis and attack prevention directly into software. The company's patented deep security instrumentation disrupts traditional application security approaches by providing integrated, comprehensive security observability, allowing for highly accurate assessment and continuous protection of an entire application portfolio. This eliminates the need for disruptive scanning and expensive infrastructure, enabling faster development cycles, improved efficiency, and rapid scaling while continuously protecting applications from both known and unknown threats. Contrast Security is recognized as a Visionary by Gartner in Application Security Testing (AST).

201 - 500 employees

Founded 2014

🔒 Cybersecurity

💰 $150M Series E on 2021-11

📋 Description

• 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