Director, Technical Support (Cybersecurity)

Location: Pune, India

Company

hirify.global provides SaaS and cybersecurity solutions for enterprise customers.

What you will do

• Lead and mentor global technical support teams across multiple regions.
• Act as the primary escalation authority for critical P1/P2 incidents and security-related customer issues.
• Coordinate incident management, war rooms, root cause analysis, and post-incident reviews with Engineering, Product Management, QA, and Operations.
• Establish operational standards and monitor metrics including time to resolution, SLA compliance, escalation rates, and customer satisfaction.
• Drive automation, workflow optimization, knowledge bases, and intelligent self-service support capabilities.
• Represent the voice of the customer in product development, release readiness, and executive-level customer engagements.

Requirements

• 15+ years of experience delivering enterprise-grade technical support for large-scale IT environments and SaaS platforms.
• At least 5 years of leadership experience managing technical support teams, including 2+ years in senior management.
• 6+ years of experience in enterprise technical support or customer-facing technical roles within SaaS, cloud, or cybersecurity environments.
• Experience leading high-performing global, remote, and distributed support organizations.
• Strong communication, leadership, decision-making, and cross-functional incident management skills.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field.

Nice to have

• Experience leading Engineering, QA, DevOps, or SRE teams.
• MBA or another advanced degree.

Culture & Benefits

• Leadership role within the Customer Experience organization.
• Opportunity to work with enterprise customers in complex SaaS and cybersecurity environments.
• Collaboration with Engineering, Product Management, QA, and Operations.
• Continuous technical training on cybersecurity technologies, cloud platforms, and evolving threat landscapes.