Director of Customer Support

🕒 July 20

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $140k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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Analyst1

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

🤖 Artificial Intelligence

🏥 Healthcare

Cybersecurity • Artificial Intelligence • Healthcare

Analyst1 is a cybersecurity intelligence platform that enhances security operations by improving threat detection and response through data analysis and reporting. The platform aids cybersecurity analysts, incident responders, and chief information security officers in recognizing patterns, assessing risks, and managing vulnerabilities. With features like automated threat intelligence collection, vulnerability tracking, and incident response support, Analyst1 equips organizations to proactively defend against cyber threats and streamline their security processes.

📋 Description

• Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements. • Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership. • Personally engage on the most complex or highest-stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform. • Troubleshoot operational issues with the tool and with integrated tools and/or feeds. • Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers. • Own the quality and completeness of support documentation, including integration guides, and ensure the team maintains them. • Establish standards and oversee delivery of on-prem and cloud installation, configuration, and updates of Analyst1. • Serve as the primary conduit for structured product feedback from Support to the Product team, informed by patterns across the customer base. • Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/Playbook integrations). • Provide product feedback to the Product team based on customer experiences. • Build, lead, and grow the Customer Support team, including hiring, coaching, performance management, and career development.

🎯 Requirements

• 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles and industry, with prior experience leading or managing a technical team. • 7+ years of Linux/Unix usage (we use Centos, Red Hat, and Rocky) • 2+ years of relational database usage (we use PostgreSQL) • Strong network troubleshooting, system troubleshooting, and application troubleshooting experience, including complex log parsing • Strong written and verbal communication with peer engineers, end users, and customer project managers • Knowledge of enterprise level businesses and inner IT workings. • Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanner, IDS/IPS, Firewall, EDR, data lakes/log aggregators, threat research/intelligence tools & platforms. • Provide team coverage for break/fix requirements when needed. • BA/BS or equivalent combination of education and experience.

🏖️ Benefits

• Competitive salary + Bonus / Commission • Remote-First Culture • Flexible Time Off Policy • 401(k), Life Insurance, Pet Insurance, Pre-paid Legal Aid Options • Full benefits package, including fully funded medical, dental, and vision coverage • Week off from Christmas through New Year’s Day