Job Description
Our mission is simple: End Cyber Risk. We're looking for a Director, Customer Technical Support to be part of making that happen.
About the Role: The role provides leadership and direction to the customer facing technical support functions and personnel necessary to maintain a first class-customer support experience. The ideal candidate will possess strong critical thinking skills, be customer support minded, a strong technical advisor at an IT operations level, and have experience scaling infrastructure support (I&O) and service capabilities (Global 24x7) helping to drive service quality.
This person directs a team of about 30 resources (level 2 and 3 technical support analysts) which includes 3 managers and additional team leads. Functions include I&O technical support, ticket intake/triage group, and the Major Incidents (ICs) for customer end-point operations.
Primary Responsibilities and Duties- Excellent communications with a coaching leadership style.
- Identifies and assesses critical customer and customer operations issues and makes appropriate recommendations and acts as a change agent.
- Collaborates effectively with internal and external teams to resolve customer incidents.
- Tracks, analyzes, and creates executive operational metric dashboards.
- Works collaboratively with internal business partners and is a primary liaison and a key approver for any projects/processes/communication.
- Helps guide the direction of Support deliverables, training, staff organization, and goals.
- Investigates and adopts technical tools that will allow the Support team to resolve problems in a faster and more efficient manner.
- Works with their team and internal groups to create standard process flows for troubleshooting/resolution between departments.
- Works directly with customers, cross-functional teams, and leadership on escalated issues.
- Works closely with Arctic Wolf's S2 (Security Services) leadership team to ensure complete delivery of services to our customers.
- Create and develop a diverse, high-performing support team by mentoring and coaching direct reports.
- Demonstrates empathy and drives actions based on customer situations and needs.
- Assist global incident communications and escalation processes.
Key Skills- Experience in Customer facing roles and/or organizations.
- Experience building, scaling & monitoring infrastructure needed for SaaS-based applications and services is a significant benefit.
- Expertise in cloud infrastructure specifically with an understanding of AWS native architectures.
- Experience with enterprise class security standards.
- Must bring a "Customer First" philosophy and history of building and working in organizations that delight customers and drive industry leading customer sat and engagement.
- Experience with endpoint architectures (EDR) that involve Mac, Windows, and Linux/UNIX Operating systems.
- Familiarity with tools, particularly ITSM ticket management systems (Jira, or ServiceNow, BMC, IBM Tivoli, or Zendesk) to assist in automation of tasks for both efficiency and repeatability.
- Ability to pull/analyze data used for decision making and identification of process improvement opportunities.
- Strong leadership and team building skills.
- Prefer experience working with a globally distributed, cross-functional engineering, product, and operations teams.
Minimum Qualifications- Bachelor's degree in business administration (preferred), Engineering, Computer Science, or a related discipline; Master's degree or MBA is highly desirable; equivalent experience acceptable.
- 12 years of progressive networking, telecommunications, or IT leadership experience. At least 5 years in a global or large enterprise technical responsibility.
On-Camera Policy- To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews.
- Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers.
- We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
All wolves receive compelling compensation and benefits packages, including:
• Equity for all employees
• Flexible time off and paid volunteer days
• RRSP and 401k match
• Training and career development programs
• Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
• Robust Employee Assistance Program (EAP) with mental health services
• Fertility support and paid parental leave
The base salary range for this job family is 164,000 to 246,000 CAD annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.
