customer support
Posted YesterdayDirector, Customer Technical Support
at Arctic Wolf
Remote
Responsibilities
- Collaborates effectively with internal and external teams to resolve customer incidents.
- Create and develop a diverse, high-performing support team by mentoring and coaching direct reports.
Requirements
- Our Aurora Platform also received CRN’s Products of the Year award in the inaugural Security Operations Platform category.
- Experience in Customer facing roles and/or organizations.
- 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.
- experience working with a globally distributed, cross-functional engineering, product, and operations teams. Minimum
- Qualifications Bachelor’s degree in business administration (preferred), Engineering, Computer Science, or a related discipline; Master’s degree or MBA is highly desirable; equivalent
- If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
- And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.
- responsibilities in accordance with AWN’s 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).
Experience
- experience acceptable. 12 years of progressive networking, telecommunications, or IT leadership experience.
Benefits
- All wolves receive compelling compensation and benefits packages, including:
- Equity for all employees
- Flexible time off and paid volunteer days RRSP and 401k match
- benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added 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.
- The base salary range for this job family is 164,000 to 246,000 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 level.
- In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.
Contact
- Please let us know if you require any accommodations by emailing recruiting@arcticwolf.com . Security
Additional details
- Job Description At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it.
- Our global team of dedicated Pack members is driving innovation and setting new industry standards every day.
- Our impact speaks for itself: we've earned recognition on the Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60 lists, and we recently took home the 2024 CRN Products of the Year award.
- Join a company that’s not only leading, but also shaping, the future of security operations.
- We’re 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 team of about 30 resources (level 2 and 3 technical support analysts) which includes 3 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