Director Technical Support
Director Technical Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Every day the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced sneak) comes in. Snyk is a developer security platform that makes it easy for development teams to find prioritize and fix security vulnerabilities in code dependencies containers and cloud infrastructure and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.
Joining Snyk means embracing our core values: One Team Care Deeply Customer Centric and Forward Thinking. As a member of our team youll have the opportunity to thrive in a dynamic environment where fostering collaboration leading with empathy driving business impact and inspiring trust are at the heart of everything we do.
Our Opportunity
As the Director of Technical Support you will lead initiatives to enhance customer experience and drive transformative advancements within the organization. Your role will involve identifying opportunities for improvement streamlining processes and optimizing support services to meet evolving customer demands. Your proactive approach to innovation and problemsolving will ensure a seamless technical support framework aligned with strategic objectives.
Your role involves leading the development and of long and Shortterm strategies to position the organization as a leader in delivering exceptional support services for Enterprise customers. Your analytical skills and forwardthinking mindset will guide the organization towards sustainable growth in the Application Security landscape.
Collaboration and effective communication with stakeholders are crucial aspects of your role. By fostering strong partnerships with crossfunctional teams you will drive alignment on technical support priorities initiatives and resource allocation. Additionally you will mentor and coach the Support Managers to cultivate a culture of continuous learning and professional development.
Youll Spend Your Time:
- Developing and executing a longterm technical roadmap that aligns with the companys overall objectives
- Monitoring industry trends and technology advancements to ensure the technical support team remains innovative and competitive e.g. AI and crowdsourcing
- Establishing and implementing quality metrics to measure the effectiveness of technical support services
- Continuously reviewing and improving processes to enhance the quality of technical support provided to customers
- Fostering close collaboration with customerfacing technical staff Sales leadership and customers ensuring a thorough understanding of customer needs and aligning group products and technical architecture accordingly
- Fostering a customerfirst culture within the technical support team to ensure excellent customer experiences
- Leading efforts to ensure technical support team members are trained in product knowledge and support best practices
- Providing ongoing mentorship and professional development opportunities to nurture the skills and expertise of the technical support team
What Youll Need:
- 8 years in Enterprise Technical Support
- General understanding of various application security tools and technologies as well as DevSecOps framework.
- Strong understanding of security best practices and industry standards including OWASP Top 10 and NIST guidelines
- Experience in leading and managing technical support teams with a focus on providing excellent customer service and resolving complex technical issues
- Ability to develop and implement strategies for improving application security posture and incident response processes
#LIWR1
We care deeply about the warm inclusive environment weve created and we value diversity we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether youre the right person do apply anyway!
About Snyk
Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups to global benefits that help our employees prioritize their health wellness financial security and a work/life blend we aim to support our employees along their entire journeys here at Snyk.
Benefits & Programs
Prioritize health wellness financial security and life balance with programs tailored to your location and role.
- Flexible working hours workfrom home allowances inoffice perks and time off for learning and self development
- Generous vacation and wellness time off countryspecific holidays and 100 paid parental leave for all caregivers
- Health benefits employee assistance plans and annual wellness allowance
- Countryspecific life insurance disability benefits and retirement/pension programs plus mobile phone and education allowances
Required Experience:
Director
Employment Type
Full Time
