Director, Customer Technical Support

About Arctic Wolf

Arctic Wolf is a leading cybersecurity company recognized globally for innovation and excellence, with accolades from Forbes, CNBC, Fortune, IDC MarketScape, Gartner, and CRN. Our Aurora Platform is a pioneer in security operations technology. We are committed to ending cyber risk and delivering exceptional security services worldwide.

Role Overview

The Director of Customer Technical Support leads a global, matrixed team exceeding 50 professionals across multiple levels of technical support to ensure outstanding customer support experiences. This role focuses on IT operations-level technical leadership, scaling infrastructure and service capabilities globally, and driving high-quality service delivery and customer satisfaction.

Responsibilities

• Lead with clear communication and a coaching leadership approach.
• Evaluate critical customer issues, recommend solutions, and drive positive organizational change.
• Collaborate with internal and external teams to effectively resolve customer incidents.
• Develop and maintain executive-level operational metrics and dashboards.
• Act as a liaison and primary approver for projects, processes, and communications within the support organization.
• Guide support deliverables, training initiatives, team structure, and objectives.
• Research and implement technical tools to enhance problem resolution efficiency.
• Establish standardized troubleshooting and resolution processes across departments.
• Engage directly with customers and leadership on escalated issues.
• Partner closely with the Security Services leadership to ensure comprehensive service delivery.
• Mentor and coach team members to build a diverse and high-performing support staff.
• Emphasize empathy and customer-centric actions.
• Support global incident communication and escalation procedures.

Key Skills and Experience

• Extensive experience in customer-facing technical roles.
• Proven ability to develop and scale SaaS infrastructure support and global 24x7 service operations.
• Expert knowledge of cloud infrastructure, especially AWS native architectures.
• Experience with enterprise security standards and endpoint protection across Mac, Windows, and Linux/UNIX platforms.
• Proficiency with ITSM systems such as Jira, ServiceNow, BMC, IBM Tivoli, or Zendesk for automation and efficiency.
• Data analysis skills for informed decision making and process optimization.
• Strong leadership and team-building capabilities.
• Comfort working with globally distributed, cross-functional engineering, product, and operations teams.

Qualifications

• Bachelor's degree in business administration, engineering, computer science, or related fields; Master's degree or MBA preferred; equivalent experience considered.
• Minimum of 12 years’ progressive leadership experience in networking, telecommunications, or IT, including at least 5 years with global or large-scale technical responsibilities.

Work Policy

• Remote interviews require candidates to be on camera for enhanced communication and engagement.
• Technical or bandwidth challenges may allow for accommodations upon prior notification.

Company Culture and Values

We embrace diversity, inclusivity, and a collaborative culture. Our awards for workplace excellence across multiple countries reflect our commitment to employee satisfaction. We foster customer delight, value unique perspectives through our Pack Unity program, and participate actively in corporate social responsibility including the Pledge 1% initiative.

Benefits

• Employee equity participation.
• Flexible time off and paid volunteer days.
• RRSP and 401k matching programs.
• Comprehensive training and career development opportunities.
• Extensive private benefits covering medical, mental health, dental, disability, life insurance, and additional services.
• Robust Employee Assistance Program with mental health support.
• Fertility services support and paid parental leave.

Equal Opportunity and Accessibility

Arctic Wolf provides equal employment opportunities regardless of race, color, religion, sex, orientation, national origin, age, disability, genetics, or other legally protected statuses. Accessibility accommodations are available to candidates and employees upon request to ensure an inclusive workplace.

Security and Compliance

• Adhere strictly to Arctic Wolf’s information security policies, maintaining confidentiality and integrity of company data.
• Position subject to background checks.
• Potential access to export-controlled information requires appropriate authorization contingent on regulatory compliance.

Compensation

The base salary range for this role is between 164000 and 246000 CAD annually, depending on qualifications, expertise, and location. Additional compensation includes incentive bonuses, equity grants, and an extensive benefits package.