Director, Technical Support

Every day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced “sneak”) comes in. Snyk is a developer security platform that makes it easy for development teams to find, prioritize, and fix security vulnerabilities in code, dependencies, containers, and cloud infrastructure — and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.
Our Opportunity:

As the Director of Technical Support, you will lead initiatives to enhance customer experience and drive transformative advancements within the organization. Your role will involve identifying opportunities for improvement, streamlining processes, and optimizing support services to meet evolving customer demands. Your proactive approach to innovation and problem-solving will ensure a seamless technical support framework aligned with strategic objectives.

Your role involves leading the development and execution of long and Short-term strategies to position the organization as a leader in delivering exceptional support services for Enterprise customers. Your analytical skills and forward-thinking mindset will guide the organization towards sustainable growth in the Application Security landscape.

Collaboration and effective communication with stakeholders are crucial aspects of your role. By fostering strong partnerships with cross-functional teams, you will drive alignment on technical support priorities, initiatives, and resource allocation. Additionally, you will mentor and coach the Support Managers to cultivate a culture of continuous learning and professional development.

You’ll spend your time on the following areas:

Strategic Technical Direction:

Develop and execute a long-term technical roadmap that aligns with the company’s overall objectives.
Monitor industry trends and technology advancements to ensure the technical support team remains innovative and competitive, e.g. AI and crowdsourcing.
Quality Enhancement Initiatives:

Establish and implement quality metrics to measure the effectiveness of technical support services.
Continuously review and improve processes to enhance the quality of technical support provided to customers.
Customer-Centric Engagement:

Foster close collaboration with customer-facing technical staff and Sales leadership, and customers ensuring a thorough understanding of customer needs and aligning group products and technical architecture accordingly.
Foster a customer-first culture within the technical support team to ensure excellent customer experiences
Product Excellence and Mentorship:

Lead efforts to ensure technical support team members are trained in product knowledge and support best practices
Provide ongoing mentorship and professional development opportunities to nurture the skills and expertise of the technical support team
What You’ll Need:

General understanding of various application security tools and technologies, as well as DevSecOps framework. 
Strong understanding of security best practices and industry standards, including OWASP Top 10 and NIST guidelines.
Experience in leading and managing technical support teams, with a focus on providing excellent customer service and resolving complex technical issues.
Experience managing managers
Ability to develop and implement strategies for improving application security posture and incident response processes.