Senior Director Technical Support (Cybersecurity)

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.