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2 months ago

Senior Director Technical Support (Cybersecurity)

Work type
fulltime
Grade
director
English
c1
Country
Israel
This vacancy is from Hirify.Global listVacancy from Hirify Global, list of international tech companies
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Job description

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TL;DR
Senior Director Technical Support (Cybersecurity): Leading and scaling the global technical support organization for an automated security validation platform with an accent on AI-driven transformation and operational excellence. Focus on modernizing support workflows through automation, managing global SLAs/CSAT, and aligning support needs with the product roadmap.

Location: Israel, Tel Aviv

Company

hirify.global is a leader in Automated Security Validation, helping businesses worldwide safely emulate real-world attacks to uncover vulnerabilities.

What you will do

  • Lead and develop the global Technical Support organization, coaching TLs and individual contributors to build a culture of technical excellence.
  • Own global support operations and strategy end-to-end to deliver consistent, high-quality outcomes across all regions and time zones.
  • Drive the AI transformation of the support function by deploying AI-driven workflows, automation, and self-service tools.
  • Manage and optimize support KPIs, including SLA compliance, CSAT, response times, and backlog health.
  • Act as the bridge between customers, Product, and R&D to surface critical escalations and influence the product roadmap.
  • Serve as the executive escalation point for complex enterprise customer issues, coordinating cross-functional resolutions.

Requirements

  • 10+ years of experience leading global enterprise Technical Support organizations in B2B SaaS or cybersecurity.
  • Proven track record of scaling support organizations within high-growth environments.
  • Technical background in supporting complex enterprise software, cloud, networking, or cybersecurity solutions.
  • Experience leading AI-driven support initiatives, including automation and modern self-service tooling.
  • Strong operational leadership skills with a focus on metrics, dashboards, and continuous process improvement.
  • Fluent English and outstanding stakeholder management skills for working with executives and strategic customers.

Nice to have

  • Experience with CRM and support platforms such as Salesforce, Zendesk, or Jira.

Culture & Benefits

  • Opportunity to work at the forefront of cybersecurity innovation in a fast-growing company.
  • Environment emphasizing ownership, technical excellence, and continuous learning.
  • Collaborative global team structure supported by top-tier investors.
  • Commitment to a diverse and inclusive workforce as an equal opportunity employer.

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