Director of Customer Support Engineering

About this role

Analyst1 is an industry-leading cybersecurity solution provider that specializes in advanced threat intelligence. Automated data ingestion and investigations transform security operations through superior threat analysis that also analyzes the effectiveness of countermeasures in a single platform.

About the role

As a Director of Customer Support Engineering, you will lead the team responsible for ensuring Analyst1 is operational in every aspect of its technical requirements for our Enterprise and Federal customers — from initial deployment and platform tuning through disaster recovery and integration with other security tools. This role owns the strategy, staffing, and performance of the Support function, while remaining technically credible enough to step into the most complex escalations personally when needed. This is a hands-on role with leadership responsibilities.

You will spend your days working closely with dedicated Customer Success colleagues to build, improve, and support our customers' use of Analyst1 to defend their networks. You'll also partner directly with Product and Engineering leadership translating customer-facing operational realities into product feedback & roadmap input, serve as a stakeholder providing guidance during development, and preview new functionality before it is rolled out to customers.

This role acts as the backstop to our Customer Success account team. The Customer Support Engineering team is made up of engineering experts from the Physical layer to the Application layer, builders and maintainers of tools, troubleshooting pros, and the link between customers and developers. As Director, you maintain and elevate the standard for that function and nurture the team that delivers it.

What you’ll do

• 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 Engineering to the Product team, informed by patterns across the customer base.

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