Job Description
Team: IT
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Solutions Support Engineering in United States.
This senior leadership role sits at the intersection of technical support excellence, cybersecurity operations, and AI-driven innovation.
You will lead and scale a high-performing organization of Solutions Support Engineering Managers and engineers across the Americas region.
The role is responsible for ensuring world-class technical support for complex enterprise cloud security environments used by global customers.
Beyond operational leadership, you will actively drive the transformation toward a predictive, AI-first support model.
You will design and implement automation, LLM-based workflows, and intelligent systems to improve incident response and resolution speed.
This position requires deep technical credibility and the ability to engage directly in critical escalations while shaping long-term strategy.
You will collaborate closely with engineering, product, and customer-facing teams to continuously improve security outcomes and customer experience.
Accountabilities:
- Lead, mentor, and develop a multi-layered organization of Solutions Support Engineering Managers and engineers across the Americas region.
- Own and improve key operational metrics such as SLA, CSAT, time-to-resolution, and escalation rates through automation and process optimization.
- Serve as the top technical escalation authority for complex cybersecurity incidents, engaging directly in high-severity customer situations.
- Design and implement AI-driven support systems, including automated triage, intelligent routing, and log analysis workflows.
- Architect and prototype LLM-powered solutions and integrations that enhance troubleshooting and knowledge management capabilities.
- Partner with Product, R&D, and Customer Success teams to translate technical insights into product improvements and strategic roadmap inputs.
- Drive continuous improvement in support operations by integrating cybersecurity expertise, cloud architecture knowledge, and data-driven decision-making.
- 10+ years of experience in technical support, solutions engineering, or technical account management in enterprise software environments.
- 7+ years of leadership experience managing managers, with strong technical depth retained at senior levels.
- Hands-on experience with AI, machine learning, or advanced automation applied to technical or support environments.
- Strong cybersecurity background, including cloud security, SIEM/SOAR, IAM, or endpoint/network security.
- Advanced knowledge of cloud platforms such as AWS, Azure, or GCP and their security architectures.
- Proficiency in scripting and debugging using Python, Go, Java, or Bash, along with command-line tooling.
- Experience with Kubernetes, containers, and modern infrastructure-as-code practices.
- Strong crisis management skills and ability to lead under pressure during high-severity incidents.
- Excellent communication skills with the ability to engage technical and executive stakeholders.
- Must have legal authorization to work in the United States without sponsorship.
- Competitive executive-level compensation package.
- Equity or long-term incentive opportunities aligned with company growth.
- Fully remote or hybrid flexibility depending on team structure and location.
- Comprehensive health, dental, and vision insurance coverage.
- Retirement savings plans with employer contributions.
- Opportunity to lead cutting-edge AI transformation initiatives in cybersecurity support.
- High-impact leadership role in a fast-scaling global organization.
- Inclusive and diverse workplace culture with strong emphasis on innovation and technical excellence.
Requirements:
Benefits:
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Date Posted
04/17/2026
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