Director, Customer Technical Support

At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award. We’re proud to be named a Leader in the IDC MarketScape for Worldwide Managed Detection and Response Services and earning a Customers' Choice distinction from Gartner Peer Insights. Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category. Join a company that’s not only leading, but also shaping, the future of security operations. 

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.

About Arctic Wolf 

At Arctic Wolf, we foster a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in our multiple awards, including Top Workplace USA (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 7,000 customers worldwide and more than 2,000 channel partners globally. As we continue to expand globally and enhance our technology, Arctic Wolf remains the most trusted name in the industry. 

Our Values 

Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.  

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.   

We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.  

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 

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire employee experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing recruiting@arcticwolf.com. 

Security Requirements 

• Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).

• Background checks are required for this position. 

• This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”).  Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these laws and regulations.