Director of Support

7 days ago

Tampa, United States OPSWAT Full time

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world's critical infrastructure and securing our way of life.

The Position

We are seeking an experienced Director of Customer Support with a strong technical support orientation to lead our support operations across the Americas for a leading cybersecurity company. In this role, you will oversee a team of technical support engineering professionals, ensuring high-quality service delivery and consistency across all regions. You will report directly to the Global Vice President of Support and collaborate closely with peers in other global regions to ensure seamless handoffs and globally consistent processes.

This position is based at our corporate office in Tampa, FL. Remote candidates not considered.

What You Will Be Responsible For

* Leadership: Lead the America Support team, providing guidance, mentorship, and management to ensure exceptional performance and customer satisfaction.
* Team Management: Hire, train, and manage all U.S.-based technical support engineering professionals, fostering a culture of excellence and accountability.
* Customer Satisfaction: Continuously monitor and improve customer satisfaction metrics, ensuring that the team consistently delivers a positive customer experience.
* Customer Focus: Act as the voice of the customer, ensuring that customer feedback and concerns are effectively communicated to relevant teams, including Product and Engineering.
* Process & Global Collaboration: Work closely with peers in other regions to ensure that support processes, procedures, and handoffs between shifts are globally consistent and efficient.
* SLA & KPI Management: Ensure adherence to support SLAs if a "follow the sun" model and other key performance indicators, driving the team to meet and exceed service delivery expectations.
* Customer Onboarding & Solution Architecture: Oversee customer onboarding processes and ensure that the team documents customers' solution architecture to enable accurate and effective support.
* Content Development & Automation: Lead the team in writing knowledge base articles and collaborating with internal teams to drive digital automation initiatives that improve customer experience and reduce manual tasks.
* Trend Analysis: Identify and analyze customer issue trends, using insights to drive proactive solutions and improve overall customer satisfaction.
* Continuous Improvement: Identify areas for process improvement, leveraging data-driven insights to enhance support efficiency and effectiveness.

What We Need From You

* Bachelor's degree; Computer Science or Information Technology degree preferred.
* A minimum of 7 years of experience in B2B software or high-tech sales, service, or commercial operations.
* Proven experience in a senior B2B technical support leadership role, preferably in the cybersecurity or networking sectors.
* Demonstrated ability to manage and scale support teams in a fast-paced, dynamic environment.
* Strong understanding of support SLAs, KPIs, customer satisfaction metrics, and service management best practices.
* Deep knowledge of cybersecurity and networking principles, products, and customer challenges
* Experience working with global teams with "follow the sun" models to ensure consistent processes and cross-regional collaboration.
* Ability to drive process improvements and ensure consistency in customer support delivery.
* Experience with customer onboarding, solution documentation, identifying customer issue trends, and driving digital automation initiatives is a plus.
* Ability to thrive in a fast paced, high-growing, dynamic environment.

It Would Be Nice If You Had

* Experience working with an internationally diverse group of customers.
* Critical Infrastructure Protection and Cybersecurity experience.
* All of the OPSWAT Academy technical certifications

OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.

Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.

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