Cyera

1 month ago

Director of Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Director of Technical Support leading a global team of engineers and managers, owning the technical health of the Support organization. Partners with Engineering to drive root-cause analysis, establish diagnostic standards, and improve self-service resources. Builds scalable processes, tracks KPIs (CSAT, CES, MTTR, FRT, FCR), and develops career ladders to reduce incident volume and improve product品質.

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Director level

Key Responsibilities

•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.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceVisionDentalRemote Work

Key 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.

Experience:10+ yearsEnterprise softwareCloud-native SaaS

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingAnalytical thinkingCross-functional collaboration

Languages:English

Tech Stack:AWSAzureGCPDatadogSplunkOpenTelemetryREST APISQLNoSQLSSOOAuthSAMLPythonBash

Company Brief

Cyera

Provides an AI‑native data security platform that discovers, classifies, and protects sensitive data across cloud, SaaS, databases, AI systems and on‑prem environments to reduce risk and enable secure AI adoption.

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series F

Headquarters: New York, United States

Founded: 2021

Glassdoor: 4.8

Website LinkedIn Glassdoor

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Cyera

1 month ago

Director of Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Director level

Key Responsibilities

•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.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceVisionDentalRemote Work

Key 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.

Experience:10+ yearsEnterprise softwareCloud-native SaaS

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingAnalytical thinkingCross-functional collaboration

Languages:English

Tech Stack:AWSAzureGCPDatadogSplunkOpenTelemetryREST APISQLNoSQLSSOOAuthSAMLPythonBash

Company Brief

Cyera

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series F

Headquarters: New York, United States

Founded: 2021

Glassdoor: 4.8

Website LinkedIn Glassdoor