> Markdown version of [/jobs/ext/2711220-director-customer-technical-support](https://www.wearedevelopers.com/jobs/ext/2711220-director-customer-technical-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, Customer Technical Support - **Company:** Arctic Wolf Networks, Inc. - **Location:** San Antonio, TX, United States - **Experience:** Expert - **Salary:** $164,000.0 - $246,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Data Analysis, Macintosh Computers, JIRA, Software as a Service, Cloud Computing, Tivoli Management Framework, IT Management, Information Technology Operations, Information Technology, Zendesk, Servicenow - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/director-customer-technical-support-arcticwolf-com-8773247 ## About the Role * 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., * Bachelor's degree in business administration (preferred), Engineering, Computer Science, or a related discipline; Master's 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. ## Description 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 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 Wolf's 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What Makes WeAreDevelopers World Congress Different From Every Other Tech Event?](https://www.wearedevelopers.com/magazine/701-what-makes-wearedevelopers-world-congress-different-from-every-other-tech-event) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence)