Cybersecurity Technical Support Director

Leading the global Cybersecurity Technical Support organization, the full-time remote Cybersecurity Technical Support Director will set strategic direction, manage a high-performing team, and enhance customer experience by implementing best practices and overseeing operational performance across various support environments. Key responsibilities Develop and implement the vision and strategy for the Cybersecurity Technical Support organization, ensuring alignment with company goals Own the performance metrics of the Technical Support organization, including SLA attainment and customer satisfaction, while managing escalation processes for complex incidents Act as a voice of the customer, collaborating with Product and Engineering to prioritize defect resolution and improve customer experience through actionable insights Required qualifications Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred Proven experience leading technical support teams in Managed Services and SaaS environments Strong understanding of cybersecurity principles, tools, and compliance standards Proficiency with cloud platforms such as AWS, Azure, or Google Cloud Excellent leadership and interpersonal skills, with the ability to engage effectively with diverse stakeholders Virtual Vocations Inc