Director, Technical Support (Cybersecurity)

TL;DR

Director, Technical Support (Cybersecurity): Leading the US technical support function and managing customer escalations with an accent on regional operations and cross-functional collaboration. Focus on scaling the support team, optimizing support tooling, and translating US market behaviors into global product decisions.

Location: Hybrid (Minneapolis, USA). Quarterly travel to headquarters in Finland is required.

Salary: $125,000 – $135,000 per year

Company

An AI-native category leader in human risk management focused on making humans the strongest security layer in cybersecurity.

What you will do

• Lead, develop, and grow a team of technical support professionals, managing hiring and 1:1 coaching.
• Act as the primary point of contact for customer escalation calls to ensure efficient resolution.
• Drive collaboration with Product, Engineering, and Customer Success to improve the customer experience.
• Lead the implementation and optimization of support tooling and platform migration.
• Serve as the strategic link between the US customer base and the Finland HQ to shape the global product.
• Own and report on key performance metrics including SLA attainment, CSAT, and resolution time.

Requirements

• 3 to 5 years of leadership experience managing technical or customer support teams.
• 5+ years of overall experience in technical support within a B2B SaaS environment.
• Must be based in Minneapolis, USA for hybrid office collaboration.
• Working technical foundation in APIs, SSO, email infrastructure, or enterprise security.
• Exceptional communication skills and ability to translate cultural nuances effectively.

Culture & Benefits

• Flexible hybrid work setting with a collaborative office environment in Minneapolis.
• Comprehensive medical, dental, and vision coverage.
• Financial and wellness perks including a 401(k) match and wellness benefits.
• Generous time off: PTO, 11 paid holidays, and 2 floating holidays.
• Culture of high performance combined with humility, support, and psychological safety.

Hiring process

• TA screening call (30 min).
• Hiring manager interviews, including a live technical exercise.
• Panel interview with leadership and team (onsite).
• Background and reference checks.