Global AI-Driven Cybersecurity Tech Support Director

Fortra; United States; On-site; USD 150,000 - 155,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

401(k) plan

HSA

FSA

Flexible PTO

Tuition reimbursement

ID Theft Protection

Job summary

Fortra is seeking a strategic leader to head the global Cybersecurity Technical Support organization. You will set the vision, build a high-performing team, and drive excellence across on-prem, hybrid, SaaS, and managed services environments.

You will partner with Product, Engineering, and Customer Success to align support with product strategy, improve customer outcomes, and accelerate issue resolution. A proven track record in cybersecurity and ITIL is required.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.
• Proven experience leading technical support teams in a Managed Services and SaaS environment.
• Strong understanding of cybersecurity principles, threats, tools, and compliance standards (e.g., GDPR, SOC 2, ISO 27001).
• Strong knowledge of cybersecurity technologies, including firewalls, endpoint protection, intrusion detection systems, and SIEM tools.
• Familiarity with delivery models, service-level agreements (SLAs), and multi-tenant SaaS environments.
• Proficiency with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Understanding of ITIL frameworks and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent leadership, coaching, and people\'s management skills.
• Exceptional problem-solving abilities and decision-making under pressure.
• Outstanding communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders.

Responsibilities

• Lead the global Cybersecurity Technical Support organization, accountable for strategy, operating model, and performance standards.
• Develop and implement the vision, strategy, and roadmap for the team in alignment with company goals.
• Drive operational excellence through metrics and continuous improvement processes.
• Collaborate with Product, Engineering, and Customer Success to feed customer feedback into product improvements.
• Design and deploy AI-enabled support strategies and self-service capabilities to improve responsiveness and resolution times.
• Own escalation processes and manage a 24x7 follow-the-sun support model.

Skills

Leadership

Cybersecurity knowledge

Communication

Problem-solving

Stakeholder engagement

Team development

Education

Bachelor's degree in Computer Science / Information Technology or related field; advanced degree preferred

Tools

Zendesk

ServiceNow

SIEM tools

AWS

Azure

Google Cloud

Job description

Fortra is seeking a strategic leader to head the global Cybersecurity Technical Support organization. You will set the vision, build a high-performing team, and drive excellence across on-prem, hybrid, SaaS, and managed services environments.

You will partner with Product, Engineering, and Customer Success to align support with product strategy, improve customer outcomes, and accelerate issue resolution. A proven track record in cybersecurity and ITIL is required.