Challenges You Will Solve
The Director of Customer Support will lead and scale our global Customer and Product Support organization, ensuring world-class experiences for Red Canary customers. Reporting to the Vice President of Customer Success, this leader will oversee technical support operations, strategy, and execution—driving efficiency, quality, and customer satisfaction across all support interactions.
You will collaborate with Customer Success, Product, Engineering, and Security Operations teams to ensure our customers receive seamless, effective, and proactive support throughout their journey with Red Canary. This role is ideal for a strategic leader who thrives in a high-growth, mission-driven cybersecurity company.
Base salary for this role is $150,000 - $198,000 per year. This role is also eligible for participation in the company's bonus program. This role is eligible for a grant of stock options, subject to the approval of the company's board of directors. Application deadline is March 18, 2025.
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If you're a strategic thinker passionate about delivering top-notch customer experiences, Red Canary is looking for you as our new Director of Customer Support! In this remote role, you'll play a pivotal part in leading and scaling our global Customer and Product Support organization, ensuring that our clients enjoy world-class interactions every step of the way. Reporting directly to the Vice President of Customer Success, you'll be responsible for overseeing technical support operations, refining strategy, and executing plans that drive customer satisfaction and efficiency. Working closely with teams in Customer Success, Product, Engineering, and Security Operations, you'll ensure that customers receive proactive and seamless support. Your mission will be to define scalable support strategies, track important metrics, and inspire a high-performing support team to continuously improve service levels. You’ll also introduce innovative features such as AI and automation, enhancing the customer journey. We are looking for someone with at least 7 years of experience in customer support leadership, preferably in SaaS or cybersecurity, who can drive performance improvements through data analysis. Your expertise in incident management, combined with your ability to understand customer needs, will help us foster a more customer-centric approach at Red Canary. If you're excited about making a difference in a mission-driven cybersecurity company, this may be the perfect opportunity for you to shine!
Red Canary was founded to make security for every business better by protecting organizations around the world from cyber threats. Our combination of market-defining technology, processes, and expertise delivered using an innovative SaaS model is ...
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