Director of Customer Support, Aviatrix Systems

• We're seeking a visionary leader who understands the evolving landscape of cloud-native security and wants to be at the forefront of defining enterprise-grade customer support in this space
• 15+ years leading customer support functions in highly technical enterprise environments
• 5+ years hands-on leadership role, building and scaling geographically distributed support teams
• Extensive expertise in managing escalations involving multicloud, hybrid, and infrastructure services
• Proficiency with public cloud platforms (AWS, Azure, GCP, OCI ), troubleshooting methodologies, and security principles
• Advanced knowledge of networking technologies (Cisco, Juniper, Palo Alto, Fortinet routers/switches; firewalls)
• Familiarity with Zero Trust frameworks, IAM, and data encryption strategies
• Understanding of cloud-native architectures and compliance standards (NIST, CIS)
• Exceptional ability to lead remote-first teams across multiple US time zones
• Adept at influencing cross-functional stakeholders and driving strategic change
• Strong written and verbal communication skills for technical and non-technical audiences and collaborating closely with Engineering, Sales and Services functions
• Proficient in support KPIs, performance dashboards, and operational metrics
• Data-driven decision-maker with an analytical mindset
• Bachelor’s degree in computer science, Information Systems, or related field

Desirable

• As Director of Customer Support, you will serve as the primary advocate for our customers while leading a high-performing support organization
• This hands-on technical leadership role combines strategic management with deep technical expertise to drive exceptional customer experiences and product evolution
• You'll spearhead complex customer escalations, collaborate closely with Sales, Services, and Engineering teams, and transform customer insights into actionable intelligence that shapes our product roadmap
• Working at the intersection of customer advocacy and technical excellence, you'll build and scale our support operations while driving data-driven improvements across the organization
• Lead, hire, and develop world-class customer support teams focused on enterprise customer success
• Define and track key performance indicators (KPIs) to drive team excellence and customer satisfaction
• Mentor team members on advanced customer service methodologies and technical best practices
• Foster a culture of continuous learning and customer-centricity
• Quarterback complex customer escalations, coordinating cross-functional resources to ensure swift resolution
• Develop a deep understanding of customer business challenges and technical environments
• Build and maintain strategic relationships with key enterprise accounts
• Translate customer feedback into actionable insights for product and engineering teams
• Build, optimize, and maintain Support CRM systems and AI-driven knowledge bases
• Create automated dashboards and analytics to measure customer success and support effectiveness
• Generate technical insights that drive product evolution and competitive advantage
• Develop comprehensive technical resources, troubleshooting guides, and best practices documentation
• Analyze and optimize support processes to ensure consistent, high-quality customer experience
• Collaborate with Product Marketing and Solution Engineering on customer communication strategies
• Drive cross-organizational alignment to achieve desired customer outcomes