Remote Director of Cybersecurity Technical Support

Fortra; Northern (KY); Remote; USD 150,000 - 155,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) plan

HSA and FSA plans

Flexible PTO

Tuition reimbursement

ID Theft Protection

Job summary

Fortra is hiring a Director of Technical Support - Cybersecurity to lead a global team delivering high-quality support across on-prem, hybrid, SaaS, and managed services. The role requires strategic leadership, collaboration with cross-functional teams, and the adoption of AI-driven, self-service options to improve customer outcomes.

You will shape the operating model, set performance standards, and drive improvements in SLA attainment, first-response times, and backlog aging while ensuring a

Qualifications

• Bachelor’s degree in CS/IT; advanced degree preferred.
• Experience leading technical support teams in a Managed Services and SaaS environment.
• Strong cybersecurity knowledge; familiarity with GDPR, SOC 2, ISO 27001.
• Excellent leadership and communication skills.

Responsibilities

• Lead the global Cybersecurity Technical Support organization.
• Drive a follow-the-sun support model with clear ownership and seamless handoffs.
• Collaborate with Product, Engineering, and Customer Success to feed feedback into improvements.
• Define and execute an AI-enabled support strategy to improve responsiveness and resolution times.

Skills

Leadership

Cybersecurity knowledge

Cloud platforms

ITIL

Zendesk/ServiceNow

Stakeholder communication

Problem-solving

Education

Bachelor's degree in CS/IT

Tools

Zendesk

ServiceNow

Job description

Fortra is hiring a Director of Technical Support - Cybersecurity to lead a global team delivering high-quality support across on-prem, hybrid, SaaS, and managed services. The role requires strategic leadership, collaboration with cross-functional teams, and the adoption of AI-driven, self-service options to improve customer outcomes.

You will shape the operating model, set performance standards, and drive improvements in SLA attainment, first-response times, and backlog aging while ensuring a