Director, Customer Technical Support

Job Description

At Arctic Wolf were not just navigating the cybersecurity landscape - were redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: weve earned recognition on theForbes Cloud 100 CNBC Disruptor 50 Fortune Future 50 and Fortune Cyber 60lists and we recently took home the2024 CRN Products of the Yearaward. Were 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 CRNs Products of the Year award in the inaugural Security Operations Platform category. Join a company thats not only leading but also shaping the future of security operations.

Our mission is simple: End Cyber Risk. Were 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 global matrix team of about 50 resources (levels 1-2-3 technical support analysts) which includes global 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 Wolfs 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

• Bachelors degree in business administration (preferred) Engineering Computer Science or a related discipline; Masters 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 7000 customers worldwide and more than 2000 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 thatby protecting peoples 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 entireemployeeexperience as accessible as possible and provideaccommodationsas 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 .

Security Requirements

• Conducts duties and responsibilities in accordance with AWNs 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.

The base salary range for this job family is 164000 to 246000 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 addition to base pay Arctic Wolf offers variable incentive compensation new hire equity grants and a comprehensive benefits package.

Required Experience:

Director

Employment Type : Full-Time
Experience: years
Vacancy: 1