This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Solutions Support Engineering in United States.
This senior leadership role sits at the intersection of technical support excellence, cybersecurity operations, and AI-driven innovation.
You will lead and scale a high-performing organization of Solutions Support Engineering Managers and engineers across the Americas region.
The role is responsible for ensuring world-class technical support for complex enterprise cloud security environments used by global customers.
Beyond operational leadership, you will actively drive the transformation toward a predictive, AI-first support model.
You will design and implement automation, LLM-based workflows, and intelligent systems to improve incident response and resolution speed.
This position requires deep technical credibility and the ability to engage directly in critical escalations while shaping long-term strategy.
You will collaborate closely with engineering, product, and customer-facing teams to continuously improve security outcomes and customer experience.
Accountabilities:- Lead, mentor, and develop a multi-layered organization of Solutions Support Engineering Managers and engineers across the Americas region.
- Own and improve key operational metrics such as SLA, CSAT, time-to-resolution, and escalation rates through automation and process optimization.
- Serve as the top technical escalation authority for complex cybersecurity incidents, engaging directly in high-severity customer situations.
- Design and implement AI-driven support systems, including automated triage, intelligent routing, and log analysis workflows.
- Architect and prototype LLM-powered solutions and integrations that enhance troubleshooting and knowledge management capabilities.
- Partner with Product, R&D, and Customer Success teams to translate technical insights into product improvements and strategic roadmap inputs.
- Drive continuous improvement in support operations by integrating cybersecurity expertise, cloud architecture knowledge, and data-driven decision-making.
Requirements:
- 10+ years of experience in technical support, solutions engineering, or technical account management in enterprise software environments.
- 7+ years of leadership experience managing managers, with strong technical depth retained at senior levels.
- Hands-on experience with AI, machine learning, or advanced automation applied to technical or support environments.
- Strong cybersecurity background, including cloud security, SIEM/SOAR, IAM, or endpoint/network security.
- Advanced knowledge of cloud platforms such as AWS, Azure, or GCP and their security architectures.
- Proficiency in scripting and debugging using Python, Go, Java, or Bash, along with command-line tooling.
- Experience with Kubernetes, containers, and modern infrastructure-as-code practices.
- Strong crisis management skills and ability to lead under pressure during high-severity incidents.
- Excellent communication skills with the ability to engage technical and executive stakeholders.
- Must have legal authorization to work in the United States without sponsorship.
Benefits:
- Competitive executive-level compensation package.
- Equity or long-term incentive opportunities aligned with company growth.
- Fully remote or hybrid flexibility depending on team structure and location.
- Comprehensive health, dental, and vision insurance coverage.
- Retirement savings plans with employer contributions.
- Opportunity to lead cutting-edge AI transformation initiatives in cybersecurity support.
- High-impact leadership role in a fast-scaling global organization.
- Inclusive and diverse workplace culture with strong emphasis on innovation and technical excellence.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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