Senior Director Technical Support
Core
Lead Pentera's global Technical Support organization, modernizing operations with AI and automation to scale quality while managing a team of ~20 engineers.
Role type
Senior Director, Technical Support
Builds
Global support operations, AI-driven workflows, and self-service tools for enterprise cybersecurity customers
Domain
Cybersecurity / B2B SaaS
Deliverable
dashboards & analysis
Required skills
Global enterprise support leadership, team scaling, AI/automation strategy, operational metrics, cross-functional influence, executive communication
Preferred skills
CRM platforms (Salesforce, Zendesk, Jira), hands-on technical troubleshooting
Technologies
AI, automation tools, self-service platforms
Responsibilities
Lead and develop the global Technical Support organization; Own global support operations and strategy; Lead the AI transformation of the support function; Own support KPIs (SLA, CSAT, backlog); Bridge customers, Support, Product, and R&D; Serve as executive escalation point; Partner with Customer Success and Sales
Seniority
Senior Director, strategic leadership with hands-on execution
