Director of Customer Support Engineering

Analyst1; Washington (District of Columbia); Hybrid; USD 126,000 - 154,000; Full time

Benefits offered by this job

Remote‑First Culture

Full benefits package

401(k) and insurance options

Flexible time off

Job summary

Analyst1 is seeking a Director of Customer Support Engineering to lead the team ensuring operational readiness across on-prem and cloud deployments for Enterprise and Federal customers. You will own strategy, staffing, and performance of the Support function, while remaining technically credible to handle escalations.

This role is hands-on and partners with Product and Engineering to translate customer needs into roadmap input, guiding the team to deliver high-quality support.

Qualifications

• 7+ years in cyber intelligence, cyber automation, or cyber defense roles with lead experience.
• 7+ years Linux/Unix usage (CentOS, Red Hat, Rocky).
• 2+ years relational database usage (PostgreSQL).
• Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability scanning, IDS/IPS, Firewalls, EDR, data lakes/log aggregators.

Responsibilities

• Own support operations end‑to‑end: ticket routing, escalation paths, SLAs, and 24/7 coverage.
• Set and report on team performance metrics to leadership.
• Engage on the most complex escalations—installation, configuration, integration, troubleshooting of Analyst1.
• Build and maintain internal processes and tools used by sales engineers and Support Engineers.
• Own the quality and completeness of support documentation, including integration guides.
• Establish standards and oversee delivery of on‑prem and cloud installation, configuration, and updates.
• Serve as primary conduit for product feedback from Support Engineering to Product.
• Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives.
• Provide product feedback to Product team based on customer experiences.
• Build, lead, and grow the Customer Support Engineering team, including hiring and performance management.

Skills

Cyber intelligence

Cyber automation

Team leadership

Linux/Unix

Relational databases

Networking troubleshooting

SIEM / SOAR

ITSM / Ticketing

Education

BA/BS or equivalent

Tools

PostgreSQL

Bash

Python

Job description

Director of Customer Support Engineering

Remote, Washington, District of Columbia

Analyst1 is an industry-leading cybersecurity solution provider that specializes in advanced threat intelligence. Automated data ingestion and investigations transform security operations through superior threat analysis that also analyzes the effectiveness of countermeasures in a single platform.

About the role

As a Director of Customer Support Engineering, you will lead the team responsible for ensuring Analyst1 is operational in every aspect of its technical requirements for our Enterprise and Federal customers — from initial deployment and platform tuning through disaster recovery and integration with other security tools. This role owns the strategy, staffing, and performance of the Support function, while remaining technically credible enough to step into the most complex escalations personally when needed. This is a hands‑on role with leadership responsibilities.

You will spend your days working closely with dedicated Customer Success colleagues to build, improve, and support our customers' use of Analyst1 to defend their networks. You'll also partner directly with Product and Engineering leadership translating customer-facing operational realities into product feedback and roadmap input, serve as a stakeholder providing guidance during development, and preview new functionality before it is rolled out to customers.

This role acts as the backstop to our Customer Success account team. The Customer Support Engineering team is made up of engineering experts from the Physical layer to the Application layer, builders and maintainers of tools, troubleshooting pros, and the link between customers and developers. As Director, you maintain and elevate the standard for that function and nurture the team that delivers it.

What you’ll do

• Own support operations end‑to‑end: ticket routing, escalation paths, SLAs, and on‑call/24‑7 coverage for break/fix requirements.
• Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership.
• Personally engage on the most complex or highest‑stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform.
• Troubleshoot operational issues with the tool and with integrated tools and/or feeds.
• Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers.
• Own the quality and completeness of support documentation, including integration guides, and ensure the team maintains them.
• Establish standards and oversee delivery of on‑prem and cloud installation, configuration, and updates of Analyst1.
• Serve as the primary conduit for structured product feedback from Support Engineering to the Product team, informed by patterns across the customer base.
• Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/Playbook integrations).
• Provide product feedback to the Product team based on customer experiences.
• Build, lead, and grow the Customer Support Engineering team, including hiring, coaching, performance management, and career development.
• Own support operations end‑to‑end: ticket routing, escalation paths, SLAs, and on‑call/24‑7 coverage for break/fix requirements.

What you’ll bring

• 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles and industry, with prior experience leading or managing a technical team.
• 7+ years of Linux/Unix usage (we use CentOS, Red Hat, and Rocky).
• 2+ years of relational database usage (we use PostgreSQL).
• Strong network troubleshooting, system troubleshooting, and application troubleshooting experience, including complex log parsing.
• Strong written and verbal communication with peer engineers, end users, and customer project managers.
• Knowledge of enterprise level businesses and inner IT workings.
• Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanner, IDS/IPS, Firewall, EDR, data lakes/log aggregators, threat research/intelligence tools & platforms.
• Provide team coverage for break/fix requirements when needed.
• BA/BS or equivalent combination of education and experience.

Bonus if you have

• Scripting or programming experience (our languages are Bash, Java, and Python).
• AWS Commercial and/or GovCloud experience (S3, EC2, Cognito, Route 53, IAM).
• Ability to support the development of third‑party integrations.
• Past performance in SOC, CTI, Incident Response, or other related cyber security teams.
• Past performance in engineering API‑based integration solutions between commercial products.
• Background as government civilian or contractor.
• Current or past DHS suitability or DoD clearance.

The US base salary for this full‑time position starts at $140k.

Analyst1 salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job‑related skills, experience, location and relevant education or training.

This position does not provide sponsorship.

Why Analyst1 is a great place to work?

• We Do the Right Thing: We show up putting our Integrity Above All Else, having Accountability and having Courage in Our Decision Making.
• We are Results‑Focused: We show up day‑to‑day being Results Driven, having Bias for Action, while maintaining the highest Excellence in Execution.
• We are Collaborative: We have a Team‑first – No Islands, Open Communication, Partnership Driven mentality.
• We are Compassionate: We employ Empathy in Action, are Supportive across the Organization and maintain an Inclusive Culture.
• We are Growth Minded: We encourage Continuous Learning, Embracing Innovation, and a priority to Invest in People.
• Competitive salary + Bonus / Commission
• Remote‑First Culture
• Flexible Time Off Policy
• 401(k), Life Insurance, Pet Insurance, Pre‑paid Legal Aid Options
• Full benefits package, including fully funded medical, dental, and vision coverage
• Week off from Christmas through New Year’s Day

Analyst1 is an equal opportunity employer, and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.