Director, Customer Support

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 expects, and ensure that every customer’s engagement is exceptional
• Oversee a team of Support Engineers and closely work with counterparts in various departments including but not limited to Engineering, Customer Success, Sales, executive level business partners, and cross-organizational teams
• Help scale and optimize the EMEA Support team for growth, identifying and promoting opportunities to maximize customer satisfaction through product improvements, training, tooling, online support, and self-service
• Provide individual and team leadership by establishing clear expectations and coaching employees to achieve the Support department’s mission
• Work closely with senior leadership and the support team to define and execute support strategies towards improving CSAT, productivity, and customer retention
• Manage a team of Support Engineers and day-to-day support delivery
• Monitor team performance, including customer satisfaction, ticket resolution and ticket trends
• Manage support coverage and team capacity 
• Define processes, systems, and tools that continuously drive scale and improve performance
• Report key metrics to senior management, assess metrics and take appropriate actions to continue to enhance Customer Support deliverables
• Manage goals, processes, and business KPIs to align performance of the Support team to business outcomes
• Collaborate with leaders across Customer Success, Security Engineering, Professional Services, Engineering, and Product Management to deliver Customer Support insights, and identify and action areas of operational improvement
• Manage end to end Customer critical escalations and resolution
• Provide regular coaching and mentoring of direct and indirect reports to help achieve career development aspirations
• Establish a quality review process to measure and ensure adherence and compliance in quality of service and contractual obligations
• Be a customer advocate within the company at all levels