Director of Customer Support Engineering — Lead Enterprise Cyber Defense (Remote)

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

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.