Overview
Director, Customer Technical Support Jobs in Southwestern Ontario, Canada at Arctic Wolf
Location: Southwestern Ontario
Job Description
At Arctic Wolf, we’re looking for a Director, Customer Technical Support to be part of making that happen.
About the Role:
The role provides leadership and direction to the customer‑facing technical support functions and personnel necessary to maintain a first class‑customer support experience. The ideal candidate will possess strong critical thinking skills, be customer support‑minded, a strong technical advisor at an IT operations level, and have experience scaling infrastructure support (I&O) and service capabilities (Global 24×7) helping to drive service quality.
This person directs a team of about 30 resources (level 2 and 3 technical support analysts) which includes 3 managers and additional team leads. Functions include I&O technical support, ticket intake/triage group, and the Major Incidents (ICs) for customer end‑point operations.
Primary
Responsibilities and Duties:
- Excellent communications with a coaching leadership style.
- Identifies and assesses critical customer and customer operations issues and makes appropriate recommendations and acts as a change agent.
- Collaborates effectively with internal and external teams to resolve customer incidents.
- Tracks, analyzes, and creates executive operational metric dashboards.
- Works collaboratively with internal business partners and is a primary liaison and a key approver for any projects/processes/communication.
- Helps guide the direction of Support deliverables, training, staff organization, and goals.
- Investigates and adopts technical tools that will allow the Support team to resolve problems in a faster and more efficient manner.
- Works with their team and internal groups to create standard process flows for troubleshooting/resolution between departments.
- Works directly with customers, cross–functional teams, and leadership on escalated issues.
- Works closely with Arctic Wolf’s S2 (Security Services) leadership team to ensure complete delivery of services to our customers.
- Create and develop a diverse, high‑performing support team by mentoring and coaching direct reports.
- Demonstrates empathy and drives actions based on customer situations and needs.
- Assist global incident communications and escalation processes.
Key
Skills:
- Experience in customer‑facing roles and/or organizations.
- Experience building, scaling & monitoring infrastructure needed for SaaS‑based applications and services is a significant benefit.
- Expertise in cloud infrastructure specifically with an understanding of AWS native architectures.
- Experience with enterprise class security standards.
- Must bring a “Customer First” philosophy and history of building and working in organizations that delight customers and drive industry leading customer sat and engagement.
- Experience with endpoint architectures (EDR) that involve Mac, Windows, and Linux/UNIX Operating systems.
- Familiarity with tools, particularly ITSM ticket management systems (Jira, or Service Now, BMC, IBM Tivoli, or Zendesk) to assist in automation of tasks for both efficiency and repeatability.
- Ability to pull/analyze data used for decision making and identification of process improvement opportunities.
- Strong leadership and team building skills.
- Prefer experience working with a globally distributed, cross‑functional engineering, product, and operations teams.
Minimum Qualifications:
- Bachelor’s degree in business administration (preferred), Engineering, Computer Science, or a related discipline;
Master’s degree or MBA is highly desirable; equivalent experience acceptable. - 12 years of progressive networking, telecommunications, or IT leadership experience. At least 5 years in a global or large enterprise technical responsibility.
On‑Camera Policy:
- To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews.
- Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers.
- We understand that technical, bandwidth, or location‑related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore…
Title: Director, Customer Technical Support
Company: Arctic Wolf
Location: Southwestern Ontario, Canada
Category: