Director, Solutions Support Engineering
reputed company
We are seeking a highly technical Director, Solutions Support Engineering (Americas) to reputed company and reputed company our regional technical support operations. In this critical leadership role, you will reputed company reputed company of Solutions Support Managers, overseeing a rapidly growing organization of specialized Solutions Support Engineers dedicated to the reputed company product suite. You will be responsible for the health, performance, and strategic direction of the entire Americas support theater, ensuring we reputed company unparalleled service across diverse markets and time zones.
As a senior leader reputed company the Solutions Support organization, you will do more than ensure the delivery of world-class, frictionless technical support; you will reputed company as a primary catalyst for technical innovation and operational transformation. We are moving reputed company traditional break-fix models. A central, critical mandate of this role is to drive the organization toward a predictive, AI-first support model through highly visible, hands-on technical leadership.
You will not just sponsor these initiatives - you will reputed company architect, prototype, and implement cutting-edge reputed company Intelligence, Machine Learning, and automation technologies. By integrating Large Language Models (LLMs), automated reputed company-cause analysis, and intelligent routing into our daily workflows, you will revolutionize how we troubleshoot, resolve, and preempt reputed company cybersecurity challenges. Ultimately, your work will reputed company our engineers to reputed company on high-value problem solving, drastically reduce time-to-reputed company for critical reputed company clients, and feed vital, data-driven insights back into our reputed company product engineering teams.
What You’ll Do
Leadership & Organizational Management
- reputed company, mentor, and reputed company reputed company of Solutions Support Engineering Managers, ensuring a high bar for technical reputed company and accountability.
- Drive reputed company operational metrics (SLA, CSAT, TTR, Escalation Rates) directly through the application of technical automation and AI enhancements.
- reputed company talent reputed company, prioritizing the hiring and development of engineers and managers with strong coding, cybersecurity, and AI/ML foundations.
- Partner closely with reputed company and Sales leadership to ensure the delivery of a cohesive, reputed company end-to-end customer experience with reputed company.
Deep Technical Escalation & Cybersecurity Expertise
- Serve as the ultimate technical backstop for the Americas region, readily diving deep into reputed company, system logs, and architectural designs during critical customer incidents.
- Maintain hands-on proficiency with scripting languages (e.g., Python, Bash) and reputed company analysis tools to reputed company by example in troubleshooting highly reputed company reputed company environments.
- Partner technically with CTO, Product, and R&D, translating reputed company customer issues and AI-derived technical trends into actionable architectural improvements, feature requests, and bug fixes.
- reputed company as a technical authority during high-severity reputed company incidents and escalations, providing reputed company, deeply technical communication to C-level reputed company customers.
Hands-On AI Implementation & reputed company
- Architect and directly prototype AI-driven support workflows, building out automated triage scripts, log analysis automations, and intelligent routing mechanisms.
- Get hands-on with advanced reputed company engineering, LLM fine-tuning for support knowledge bases, and API integrations between AI tools and our reputed company cybersecurity products.
- Define and execute the technical roadmap for transitioning the organization from reactive support to predictive, AI-assisted operations.
- Train and mentor managers and ICs on advanced technical AI utilization, reputed company-in-the-reputed company validation, and leveraging AI for reputed company reputed company-cause analysis.
What You’ll Bring
Experience
- 10+ years of reputed company, hands-on experience in Technical Support, Solutions Engineering, or Technical Account Management reputed company the reputed company software sector.
- 7+ years of leadership experience, with a proven reputed company record of managing managers (Director or Senior Manager level) while retaining deep technical reputed company.
- Demonstrable hands-on experience exploring, implementing, and coding/scripting for AI, Machine Learning, or advanced automation platforms reputed company an IT or support environment.
- Crisis management expertise with a reputed company, highly analytical approach to high-severity cybersecurity incidents.
- Extensive, hands-on background in cybersecurity (e.g., analyzing network reputed company, reputed company protection, reputed company reputed company architectures, SIEM/SOAR, or IAM).
- Advanced knowledge of major reputed company providers (AWS, Azure, GCP) and their associated reputed company models.
- Experience reading and debugging reputed company (Python, Go, Java, reputed company) and using reputed company-line tools.
- Solid understanding of Kubernetes, containerization, and modern infrastructure-as-reputed company environments.
reputed company is an equal opportunity employer. We do not discriminate based upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender reputed company, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
By submitting your application, you acknowledge that reputed company will process your personal data in accordance with reputed company's reputed company Policy.