Vice President, Customer Support Threat Protection

Location: Sunnyvale, California, United States

Company

hirify.global provides cloud-based cybersecurity and data protection solutions that help organizations defend people, data, and AI workflows against advanced threats.

What you will do

• Define and execute the multi-year strategy and roadmap for global customer support.
• Lead a worldwide 24x7 technical support organization using follow-the-sun operating models.
• Improve customer retention, product adoption, satisfaction, service levels, resolution times, and escalation management.
• Drive AI, automation, analytics, self-service, knowledge management, telemetry, and predictive support initiatives.
• Partner with Product Management, Engineering, Security Operations, Sales, Customer Success, and Professional Services to improve customer outcomes.
• Recruit and develop support leaders, build succession plans, and foster a high-performance culture.

Requirements

• Experience defining and executing global customer support strategy in a high-growth cybersecurity organization.
• Expertise in operating worldwide technical support organizations and managing service-level, workforce, capacity, budget, and escalation processes.
• Strong understanding of cybersecurity technologies, cloud services, integrations, emerging threats, and technical support innovation.
• Experience using AI, automation, analytics, monitoring, telemetry, and predictive capabilities to improve support outcomes.
• Ability to lead cross-functional initiatives and convert customer issues, feedback, and support data into product improvements.
• Experience recruiting, developing, and retaining technical support leadership and talent.

Culture & Benefits

• Customer-focused, inclusive, and collaborative multinational work environment.
• Competitive compensation and comprehensive benefits.
• Flexible work environment and annual wellness and community outreach days.
• Recognition programs and global collaboration and networking opportunities.
• Career development opportunities focused on long-term professional success.

Hiring process

• Submit an application with supporting information.
• Accommodation is available during the application or interview process upon request.