Director of Technical Support

🕒 June 15

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Cyera

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Cyera is a pioneering company focused on data security for enterprises, particularly in the realm of data discovery and risk management. Their innovative platform is designed to help businesses secure their data by providing critical insights into what data they have, where it's stored, who can access it, and identifying potential risks. Cyera offers a comprehensive suite of services including Data Security Platform Modules, Data Loss Prevention, Identity Access management, and Data Breach Readiness. The company's solutions facilitate compliance, minimize data breach impacts, and support business growth through secure data initiatives. Trusted by enterprises across various industries, Cyera empowers companies with speed and precision to protect their valuable data assets.

📋 Description

• Lead a global team of Technical Support Engineers and Managers handling advanced troubleshooting across cloud environments (AWS, Azure, GCP), APIs, data pipelines, and enterprise integrations • Serve as the highest-level escalation point for complex technical cases • Drive root-cause analysis (RCA) for critical incidents and systemic product issues • Establish technical standards for case handling, diagnostics, and escalation workflows • Ensure team enablement through lab environments, sandbox systems, and reproducible test cases • Lead internal technical reviews of recurring issues to surface architectural or product improvements • Act as the primary bridge between Support and Engineering - participating in bug triage and sprint planning as the voice of customer impact • Identify patterns across cases and proactively escalate product gaps before they become customer-facing incidents • Collaborate with Product and Technical Writing to improve documentation and self-service resources, reducing avoidable ticket volume • Build and optimize processes that measurably improve time-to-diagnosis and time-to-resolution • Define, track, and report on Support KPIs: CSAT, CES, MTTR, FRT, FCR, and escalation rate • Implement structured RCA and post-incident review processes • Oversee technical training programs that raise team capability in debugging, scripting, and systems analysis - including regular "bug-a-thon" sessions focused on systemic issue reduction • Recruit, mentor, and develop highly technical support engineers and managers across multiple regions • Build technical career ladders within Support (e.g., Tier 3 Engineer, Escalation Engineer, Product Liaison) • Foster a culture of ownership, analytical rigor, and proactive problem-solving over reactive ticket handling

🎯 Requirements

• 10+ years in enterprise software or cloud-native SaaS, including 5+ years in a senior leadership role managing technical support or escalation engineering teams • 3+ years of hands-on experience as a Software Engineer, DevOps Engineer, SRE, or Tier 3 Escalation Engineer prior to moving into management • Proven track record scaling global, 24/7 technical support operations with data-driven KPIs • Experience owning headcount planning, hiring, and team budget • Bachelor's degree in Computer Science, Engineering, or equivalent practical experience • Deep fluency in cloud architectures (AWS, Azure, or GCP) and SaaS data pipelines • Ability to analyze logs, interpret stack traces, and use observability tools (Datadog, Splunk, OpenTelemetry) to identify systemic patterns • Solid understanding of REST APIs, SQL/NoSQL data stores, and enterprise authentication (SSO, OAuth, SAML) • Demonstrated experience collaborating with software development teams to drive root-cause resolution and influence product quality • Able to translate complex technical issues into clear, concise narratives for executive and customer stakeholders • Immediate credibility with enterprise IT and security teams in high-pressure situations • Strong systems thinking - able to balance day-to-day operational responsiveness with long-term process and product improvements • Comfortable operating in ambiguity; track record of designing and scaling processes in fast-paced, high-growth environments

🏖️ Benefits

• Ability to work remotely, with office setup reimbursement • Competitive salary • Unlimited PTO • Paid holidays and sick time • Health, vision, and dental insurance • Life, short and long-term disability insurance