Head, Support Engineering — Remote-First Cybersecurity

Analyst1; Chicago (IL); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Remote-First Culture

401(k) and life insurance

Full benefits package (medical, dental

Time off & holidays

Christmas–New Year’s Week off

Job summary

Analyst1, a cybersecurity solutions provider, seeks a Director of Customer Support Engineering to lead the enterprise and federal customer support function. You will own strategy, staffing, and performance while remaining technically credible to tackle escalations.

Partner with Customer Success, Product, and Engineering to translate customer needs into product feedback and roadmap input. You’ll guide a team of experts spanning from the Physical to the Application layer, ensuring operational

Qualifications

• 7+ years in cyber intelligence, cyber automation, or cyber defense with leadership experience.
• 7+ years of Linux/Unix usage (CentOS, Red Hat, Rocky).
• 2+ years relational database experience (PostgreSQL).
• Strong network, system, and application troubleshooting including complex log parsing.
• Excellent written and verbal communication with engineers, users, and project managers.

Responsibilities

• Own and optimize support operations end-to-end: ticket routing, escalations, SLAs, and on-call coverage.
• Report team performance metrics to leadership (response/resolution times, CSAT, escalation volume).
• Handle the most complex or high-stakes escalations—installation, configuration, integration, and troubleshooting of Analyst1.
• Troubleshoot operational issues with the tool and aligned feeds/integrations.
• Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers.

Skills

Cyber intelligence

Leadership

Linux/Unix

SQL/PostgreSQL

Troubleshooting

Communication

Education

BA/BS or equivalent

Tools

Bash

Python

AWS

Job description

Analyst1, a cybersecurity solutions provider, seeks a Director of Customer Support Engineering to lead the enterprise and federal customer support function. You will own strategy, staffing, and performance while remaining technically credible to tackle escalations.

Partner with Customer Success, Product, and Engineering to translate customer needs into product feedback and roadmap input. You’ll guide a team of experts spanning from the Physical to the Application layer, ensuring operational