Director, Technical Support - Cybersecurity

$150k - $155k

Jobleads-US

# Director, Technical Support - CybersecurityApply: Fully Remote: United States: Full time: Posted Today: R26-0386**Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!**In this role, you will lead the global Cybersecurity Technical Support organization, accountable for delivering responsive, scalable, and high-quality support across on-prem, hybrid, SaaS, and managed services environments. You will set the strategy, operating model, and performance standards needed to improve customer experience, accelerate issue resolution, reduce backlog aging, and prevent recurring issues. You will lead and develop a high-performing global team while partnering closely with Product, Engineering, Professional Services, Customer Success, and Managed Services to resolve complex customer issues and turn customer feedback into measurable improvements. You will also drive the responsible adoption of AI, automation, analytics, and self-service capabilities to improve responsiveness, strengthen proactive support, and enable support teams and customers to resolve issues more effectively.**WHAT YOU'LL DO** **Leadership & Strategy*** Develop and implement the vision, strategy, and roadmap for the Cybersecurity Technical Support organization in alignment with company goals.* Lead, mentor, and manage a global team of technical support engineers, managers, and specialists.* Drive operational excellence through the adoption of best practices, metrics, and continuous improvement processes.* Collaborate with product, engineering, and customer success teams to ensure customer feedback informs product development and enhancements.**Operations Management*** Own the performance and health of the Technical Support organization, including SLA attainment, first-response time, time to resolution, backlog volume and aging, customer satisfaction, support cost efficiency, and reduction of recurring customer issues. Establish clear performance targets, review trends regularly, and lead corrective actions when results are below expectations.* Establish an effective follow-the-sun support model that provides clear ownership, consistent customer experience, and seamless handoffs across teams, regions, and support tiers. Ensure the organization has the skills, coverage, tools, and operating discipline needed to meet customer commitments and support business growth.* Own and manage escalation processes to handle high-priority or complex incidents in a timely and effective manner.* Design and manage a follow the sun, 24x7 support model, ensuring around the clock availability with seamless ticket handoff.* Implement and maintain a knowledge base to empower both customers and support staff with self-service options.**Customer Advocacy*** Act as a voice of the customer, championing their needs within the organization.* Partner with Product and Engineering to identify recurring issues, prioritize defect resolution, and address underlying causes that create avoidable customer effort, repeat cases, or prolonged resolution times. Track improvement actions through implementation and validate their impact on customer experience and support performance.* Build strong relationships with key customers, understanding their unique requirements and ensuring their success with our solutions.* Use the voice of the customer to identify and implement process improvements to enhance the customer experience.* Lead the post-mortem analysis for critical incidents, driving root cause analysis and recommending preventative measures.**Technology & Transformation*** Evaluate and deploy tools, platforms, and technologies to enhance the efficiency and effectiveness of the Technical Support team.* Leverage analytics and data-driven insights to make informed decisions and optimize support operations.* Define and execute an AI-enabled support strategy that improves customer responsiveness, accelerates issue resolution, reduces backlog aging, and increases the effectiveness of support engineers.* Establish an operating model for AI-assisted case management that uses customer tier, case severity, product, entitlement, SLA risk, and case history to identify and prioritize work requiring immediate attention.* Use predictive analytics to identify emerging support trends, recurring defects, backlog risk, and customers at risk of delayed resolution; mobilize the appropriate teams before service levels or customer experience are adversely affected.* Improve knowledge quality and self-service effectiveness through technology assisted knowledge creation, content recommendations, and identification of knowledge gaps based on customer demand and case patterns.* Ensure AI solutions are implemented with appropriate human oversight, data privacy, security controls, quality assurance, and measurable business outcomes.* Measure the impact of technology and AI-enabled support capabilities through improvements in response time, resolution time, SLA attainment, backlog aging, case deflection, engineer productivity, and customer satisfaction. **QUALIFICATIONS*** Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.* Proven experience leading technical support teams in a Managed Services and SaaS environment.* Strong understanding of cybersecurity principles, threats, tools, and compliance standards (e.g., GDPR, SOC 2, ISO 27001).* Strong knowledge of cybersecurity technologies, including firewalls, endpoint protection, intrusion detection systems, and SIEM tools.* Familiarity with delivery models, service-level agreements (SLAs), and multi-tenant SaaS environments.* Proficiency with cloud platforms (e.g., AWS, Azure, Google Cloud).* Understanding of ITIL frameworks and ticketing systems (e.g., Zendesk, ServiceNow).* Excellent leadership, coaching, and people's management skills.* Exceptional problem-solving abilities and decision-making under pressure.* Outstanding communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders.* Experience with IT service management (ITSM) frameworks, such as ITIL, is a plus.**Compensation:** 150,000 USD - 155,000 USDAt Fortra, we’re breaking the attack chain. Ready to join us?At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.As a full-time, exempt employee at Fortra, you’ll enjoy a comprehensive benefits package that includes:* Health, dental, and vision coverage as of hire* Immediate enrollment in 401(k), HSA, and FSA plans* Flexible PTO policy* Tuition and personal enrichment reimbursement* Option to enroll in ID Theft Protection Program*At Fortra, work is only part of the story. Explore what Life at Fortra is all about, from perks that support holistic wellbeing to a culture that keeps you connected and empowered to make an impact beyond the job.*Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn. As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.
J-18808-Ljbffr Jobleads-US

Vacancy posted 1 day ago

Similar jobs that could be interesting for youBased on the Director, Technical Support - Cybersecurity in Kentucky vacancy

Director, Solution Architecture & Technical Sales
...challenges. Can you convert deep technical expertise into high-value... ...-end technical design, and support the business development and... ..., enterprise services, cybersecurity, procurement, finance, and specialist... ...Who are you? You are a director-level solution architecture...
Suggested
Contract work
Jobleads-US
Kentucky
2 days ago
Senior Technical Product Marketing Manager
...About the Role We’re looking for a Senior Technical Product Marketing Manager who can translate complex cybersecurity concepts into compelling, customer-facing... ...facing roles in cybersecurity — such as Technical Support, Solutions Engineering, Technical Account Management...
Suggested
Glow Security, Inc.
Eastern, KY
1 day ago
Technical Manager
$120.37k - $235.93k
...worldwide. Job Description Overview SOS International LLC (SOSi) is seeking a Technical Manager who will join a leadership team for a portfolio of contracts and their supporting technical infrastructure. The technical manager will be the senior trusted partner on...
Suggested
Contract work
Work at office
Local area
Worldwide
Night shift
SmartRecruiters
Eastern, KY
4 days ago
Director, Statistical Programming Technical Solutions
$100 per hour
Director, Statistical Programming Technical Solutions Cambridge, MA Overview: The Director, Technical Solutions will be responsible for defining and executing... ...of the technology, data, and analytics ecosystem that supports Clinical Development. This leader will oversee AWS-...
Suggested
Full time
Temporary work
Local area
Flexible hours
Alnylam
Eastern, KY
3 days ago
Director, Technical Support Engineering
$192.4k - $252.53k
## Director, Technical Support EngineeringApply: Remote, CA: Full time: Posted Today: JR101180**Forming Our Future together**FormFactor, Inc. (NASDAQ: FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle...
Suggested
Full time
Local area
Remote work
Flexible hours
Shift work
Day shift
Jobleads-US
Kentucky
1 day ago
Remote Director, Global Technical Support Engineering
...FormFactor, Inc. is seeking a Director of Technical Support Engineering to lead the global support organization, drive advanced troubleshooting, and partner with Engineering, Manufacturing, and Product Management to deliver world-class service. This role emphasizes...
Remote job
Jobleads-US
Kentucky
1 day ago
Technical Manager
Site Technical ManagerLocation: SomersetThe RoleWe are seeking an experienced Site Technical Manager to take overall responsibility for... ...specifications.Collaborate with the wider technical function and support technical projects across the wider business as required.About...
Permanent employment
D R Newitt & Associates
Somerset, KY
4 days ago
Technical Manager (Implementations & Delivery) - Remote US
$145k - $160k
...Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth . We strive towards this goal every... ...bringing #BetterGlobalHealth to patients everyday! The Technical Implementation Manager is a hands-on people leader responsible...
Remote work
Flexible hours
Smile Digital Health
Eastern, KY
4 days ago
Technical Director (Part-Time)
$50 per hour
...The Part-Time Technical Director will serve on a fixed stipend basis for regularly scheduled duties performed during the academic year.... ...regular schedule, the Technical Director will be expected to support three designated production tech weeks: Fall Production...
Hourly pay
Part time
Bermanhebrewacademy
Eastern, KY
1 day ago
Senior Technical Manager
$126.25k - $176.51k
...public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and... ...work environment. Brief Job Overview The Senior Technical Manager will serve as a technical lead for donor‑and program‑funded...
Full time
Work at office
Worldwide
RXinsider
Eastern, KY
1 day ago
Technical Director
$99k - $225k
## Technical DirectorApply: MacDill AFB, FL: Full time: Posted Today: End Date: December 14, 2026 (30+ days left to apply): R0249552Technical Director**The Opportunity:**The SEME Technical Director will support the design, development, integration, and evolution of the...
Full time
Contract work
Part time
Work at office
Remote work
Booz Allen Hamilton
Eastern, KY
4 days ago
Head of Technical Writing
...Technical Director The Role Mondo Robot is a mostly-human group of talented designers, product owners, and developers creating high... ...strategy, and account teams so technical work hits the mark. Support the wider agency network Mondo Robot works alongside...
For contractors
Summer work
Remote work
Flexible hours
Shift work
Day shift
Mondo Robot
Eastern, KY
4 days ago
Head Of Technical Security
$185k - $190k
...specialized organizations united in support of critical national... ...deliver results by expanding our technical depth, operational reach,... ...to receive best-in-class cybersecurity support. Since 2004, Millennium... ...is seeking a Technical Director to work in a fully remote capacity...
Contract work
Local area
Remote work
your Jared
Eastern, KY
4 days ago
Head of Production / Technical
$36 per hour
...Title: Technical Director Department: Production Reports To: Senior Director of Production Operations Supervises: KPA and IATSE... ...operations, infrastructure, systems, and technical execution support for Kentucky Performing Arts’ (KPA) venues, productions,...
Hourly pay
Full time
For contractors
Work at office
Flexible hours
Afternoon shift
Kentucky Performing Arts
Louisville, KY
1 day ago
Technical Product Manager
$145k - $190k
...TECHNICAL PRODUCT MANAGER Product | Full-Time, Salaried | Reports to Head of Product Company Seeking.com (Reflex Media) Location Remote... ...and third-party integrations that our engineering, moderation, support, and finance teams operate every day. Making that machine easy...
Full time
Temporary work
Work experience placement
Local area
Remote work
Flexible hours
Reflex Media
Eastern, KY
1 day ago
Remote Associate Technical Director
...Tracery, a bespoke technical production agency, seeks an Associate Technical Director to support active projects from pre-production through onsite installation and strike. You will help with budgeting, documentation, vendor negotiations, technical planning, and onsite...
Work at office
Remote work
Playbill
Eastern, KY
1 day ago
Senior Manager, Technical Program Management
$182.5k - $208.3k
...Senior Manager, Technical Program Management Do you love driving complex technical initiatives and pioneering in the technology space... ...for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-...
Full time
Part time
H1b
Local area
Jobleads-US
Eastern, KY
1 day ago
Head of Technical Programme Management
$147k - $190k
...LMI is seeking a Senior Technical Program Manager (TPM) to lead... ...LMI's technology portfolio supporting the United States Postal Service... ...business stakeholders at the director and executive levels.... ...compliance with USPS and federal cybersecurity, authorization/ATO, data governance...
Contract work
For contractors
For subcontractor
Work at office
LMI Government Consulting
Eastern, KY
4 days ago
Head of Technical Programme Management
$125k - $175k
...Cloud / Cybersecurity / Infrastructure / Technical Delivery About the Role EdgeByte is seeking a Technical Program Manager to lead the planning,... ...objectives, security requirements, and contractual scope. Support change-control activities and evaluate impacts to...
Contract work
For subcontractor
Local area
Remote work
EdgeByte Solutions, LLC
Eastern, KY
2 days ago
Manager, Technical Program Management
$129.9k - $218.89k
## Manager, Technical Program ManagementApply: United States: Full time: Posted Today: R014062SailPoint is seeking a Manager, Technical... ...& Management** • Manage a team of Technical Program Managers supporting teams across the Product organization. • Drive performance management...
Full time
Temporary work
Flexible hours
SailPoint Technologies Holdings, Inc.
Eastern, KY
4 days ago
Technical Product Manager
...looking for a senior, hands‑on Technical Product Manager to bring... ...CPO and work closely with our Director of Engineering, design lead,... ...engineers, in a scaling cybersecurity company where ownership is high... ...process that creates clarity, supports good decisions, reduces...
Full time
Remote work
Defendify
Eastern, KY
3 days ago
Technical Product Manager
...trust your future with Keyfactor! Title: Technical Product Manager, AgileSec Location:... ...closely with customers, engineering, design, support, sales, alliances, and product... ...cryptographic posture management, enterprise cybersecurity, and emerging post-quantum cryptography...
Full time
Remote work
Keyfactor
Eastern, KY
3 days ago
Technical Product Manager
...Strategic Comp is a result-oriented, performance-driven commercial insurance business unit looking for a Technical Product Manager at our home office in Cincinnati, OH to support our underwriting applications. This role will partner with the enterprise product implementation...
Full time
Part time
Seasonal work
Work at office
Remote work
Home office
Summit Consulting
Eastern, KY
4 days ago
Technical Solutions Manager
...JOB SUMMARY The Technical Solutions Manager leads Outform's Technical Solutions function within Run Services and is accountable for... ...performance, development, and day-to-day direction of the Technical Support Engineers. This role owns Level 2 technical support for...
Permanent employment
Work at office
Remote work
Hirebridge
Eastern, KY
4 days ago
Manager, Technical Accounting
## Manager, Technical AccountingApply: Parsippany: Full time: Posted Today: JR00021739**Role... ...technical accounting analysis and support for unique and new accounting transactions... ...including the regional Controllers/Finance Directors) of the various regions and enabling...
Full time
Contract work
Temporary work
Zoetis Spain SL
Eastern, KY
1 day ago
Senior Manager, SEC Reporting & Technical Accounting
...Senior Manager, SEC Reporting & Technical Accounting newcleo is seeking a Senior Manager, SEC Reporting & Technical Accounting to support the company’s growth and transition toward a U.S.-listed public company. Reporting to the Head of Technical Accounting and Consolidation...
newcleo
Eastern, KY
3 days ago
Technical Program Manager New US
$180k - $210k
...complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management... ...an individual contributor role reporting to the Senior Director, Global Technology Operations. You'll own delivery outcomes...
Work at office
Local area
Immediate start
Remote work
Flexible hours
Jobleads-US
Kentucky
4 days ago
Technical Program Manager - Cyber Defense, Metrics and Business Intelligence New Houston; New York; San Francisco; Seattle
$190k - $225k
...Technical Program Manager - Cyber Defense, Metrics and Business Intelligence Houston; New York; San Francisco; Seattle About Nscale... .... Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid...
Flexible hours
Jobleads-US
Kentucky
1 day ago
Technical Director, Enterprise Architecture
$183.4k - $240.77k
# Technical Director, Enterprise Architecture: Remote, CA: Sep 26, 2026: Sep 26, 2026## About... ...here. Whether it's improving products, supporting customers, or positively influencing... ...methodologies, IT change governance, cybersecurity requirements, and SOX controls.-...
Local area
Remote work
Flexible hours
Shift work
Day shift
Jobleads-US
Kentucky
5 days ago
Senior Manager, Technical Accounting & Financial Reporting
$173.58k - $231.44k
...Senior Manager, Technical Accounting & Financial Reporting Bellevue, WA TerraPower... ...accounting professional responsible for supporting technical accounting and financial reporting... ...improvements. Work closely with the Director and other members of the accounting...
Permanent employment
Temporary work
Relocation package
Quest Oracle Community
Eastern, KY
2 days ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Director, Technical Support - Cybersecurity. Be the first to apply!