Director, Technical Support Engineering

April 24

DNSFilter

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DNS security that identifies threats 7 days before competitors.

cybersecurity and network security

51 - 200

Description

• Create the Best in Cyber technical support experience through your strategic execution as demonstrated by industry leading voice of the customer & support engineering KPIs • Drive “beyond the fix” to improve the product through ideation, problem management, and enhancements partnering with product teams • Lean in to sales & marketing efforts where extra technical expertise is required to convert prospects into customers • Collaborate with the Customer Success teams to achieve customer implementation goals expeditiously and help develop & execute get well plans as needed • Instantiate processes to robust KM and automation for digital & tech touch services • Shift the organization to a proactive and predictive capability set with a customer success mindset • Build and achieve OKRs to continuously improve and make quantum leaps • Lead & develop team(s) of support engineers, providing the coaching, training & tools required to exceed goals and grow in their roles & careers • Nurture customer relationships and serve as the de-escalation point, managing risk proactively for point and thematic issues • Contribute to top retention rates • Manage Tier 1 Partnerships, ensuring high resolution and customer effort scores • Develop and manage within budget to achieve outcomes with efficiency & effectiveness

Requirements

• Areas of subject matter expertise within DNS, Routing, OS (Win/Mac), VPN, and Security applications with the main goal being able to assess and coach technical levels of these things for the Technical Support Engineering team • Competitive candidates will typically have previously scaled technical support organizations with 6+ years of management, including manager-of-manager roles • Globally flexible schedule • Experience within Technical Support Management in SaaS • Experience working effectively at a hyper-growth SaaS start-up • Experience working remotely and effectively managing globally remote teams • Passion for providing great customer experiences by taking initiative, seeing the big picture, and executing the steps needed to achieve key objectives and results • Must be eligible to work in the US without sponsorship from an employer now and/or in the future

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth • Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow. • Passionate and intelligent colleagues who work hard and have a good time doing it • Rotating 4-Day work week • Paid company-wide week off at the end of each year • Flexible Vacation policy • Awesome company swag • Home office buildout allowance • Full medical, dental, and vision benefits for US and Canada based employees • Full short-term disability and life benefits; available long-term disability • 401k with vested company matching for qualifying employees • In-person annual gatherings. Last time we all spent a week on a beach in Cancun!