Remote Director, Customer Support Engineering

Analyst1; Reston (VA); On-site; USD 126,000 - 154,000; Full time

Benefits offered by this job

Remote-First culture

Full benefits package

401(k)

Job summary

Analyst1, a cybersecurity solutions provider, seeks a Director of Customer Support Engineering to lead the team responsible for deploying, tuning, and maintaining the Analyst1 platform for Enterprise and Federal customers. The role balances hands-on technical escalation with strategic leadership and cross-functional collaboration with Product and Engineering.

You will drive operational standards, mentor the team, and partner with Customer Success to translate customer needs into product feedback

Qualifications

• 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles with leadership experience.
• 7+ years of Linux/Unix usage (Centos, Red Hat, Rocky).
• 2+ years of relational database usage (PostgreSQL).
• Experience with SIEM, SOAR, ITSM, vulnerability scanners, IDS/IPS, firewall, EDR, data lakes/log aggregators.

Responsibilities

• Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call coverage.
• Set and report on team performance metrics to leadership.
• Engage in the most complex escalations: installation, configuration, integration, and troubleshooting of a configurable cyber threat intelligence platform.
• Build and maintain internal processes and tools for the team.

Skills

Cyber intelligence

Linux/Unix

PostgreSQL

Troubleshooting

Security tools

Education

BA/BS or equivalent

Tools

PostgreSQL

SIEM/SOAR/ITSM tools

Job description

Analyst1, a cybersecurity solutions provider, seeks a Director of Customer Support Engineering to lead the team responsible for deploying, tuning, and maintaining the Analyst1 platform for Enterprise and Federal customers. The role balances hands-on technical escalation with strategic leadership and cross-functional collaboration with Product and Engineering.

You will drive operational standards, mentor the team, and partner with Customer Success to translate customer needs into product feedback