Director, Customer Support

Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. For more information, visit www.vectra.ai. Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Vectra Platform captures packets and logs across network, public cloud, SaaS, and identity by applying patented security-led AI to surface and prioritize threats for rapid threat response. Vectra's threat detections are powered by a deep understanding of attacker methods and problem-optimized AI algorithms. Alerts uncover attacker methods in action and are correlated across customer environments to expose real attacks. Organizations around the world rely on Vectra to see and stop threats before a breach occurs. For more information, visit www.vectra.ai. Why Vectra AI? Vectra AI is the leading innovator in real-time detection of in-progress cyber-attacks.  The Vectra Cognito platform continuously monitors customer environments to automatically detect any phase of an on-going cyber-attack.  Vectra AI won the Best of Black Hat Award for “Most Innovative Emerging Company” and the SC Award “Best Customer Service”. Our culture is centered around three core values – customer first, no drama teamwork and acting with integrity. At Vectra, we love to solve hard problems and embrace people who relish that. We also love people who are passionate, irreverent and focus on delivering results. You are expected to be different from the norm, to excel in your field and be willing to share your experiences and creativity with the global organization. You are expected to challenge the status quo. If you care about building great customer experiences, like to stretch, do not take no for an answer and are great to work with, this is your home. Joining the organization at this time will allow you to develop the dynamics which will shape the global support organization. Joining now offers future career opportunities in a fast-moving environment. Position Overview For this role you should be a leading Technical Support Senior Manager or above, experienced in the leadership of technical support teams. You are likely to already be an expert in your field, with a successful track record of leadership in global vendor-support environments. You also are well versed in being able and comfortable to be an hands manager and equally able to lead and defined strategic initiatives. Successful applicants should expect to enjoy their new position at their local Vectra office, with flexibility to work from home when mutually agreed with your manager. Your experience 10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company Passionate about customer experience and customer satisfaction Experience developing, implementing and enforcing Standard Operating Procedures for standard and premium support programs Experience establishing and driving high standards for Service Level attainment in Support Operations Experience building, mentoring and developing Support teams Extensive customer support background in a global vendor servicing international customers Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields Saleforce.com Service Cloud experience for case management, analytics and reporting Specific responsibilities will include Promote a customer-first support culture that goes above and beyond what the customer expe ... (truncated, view full listing at source)