Director of Technical Support

Cyera   All Jobs Director of Technical Support Customer Success US Remote Full-time Description WHO WE ARECome join the company at the center of how the world adopts AI securely. Cyera’s mission is to give enterprises the confidence to embrace AI safely — deciding exactly what it can see and do as it reaches deeper into the business. We started by solving the hardest problem in data security: finding and securing data faster and more precisely than anyone thought possible. That foundation is now the essential AI trust infrastructure for the Fortune 1000. We’re hiring mission-driven talent to put those leaders at the center of our story.THE OPPORTUNITYWe're looking for a Director of Technical Support who brings engineering depth, operational rigor, and the credibility to stand shoulder-to-shoulder with enterprise security teams and R&D engineers alike. You'll own the technical health of our Support organization - setting the bar for how complex cloud issues are diagnosed, resolved, and prevented - while building the team, processes, and culture that make world-class support sustainable at scale.This role reports to the VP of Technical Support and leads a global team of Technical Support Engineers and Managers. There is a travel requirement of approximately 10-20%.RESPONSIBILITIES:Technical LeadershipLead 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.Engineering PartnershipAct 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.Operational ExcellenceBuild 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.Team DevelopmentRecruit, 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 REQUIRED QUALIFICATIONS:Experience & Leadership10+ 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.Technical CapabilitiesDeep fluency in cloud architectures (AWS, Azure, or GCP) and SaaS data pipelines.Ability to analyze logs, interpret...