Remote-First Director of Customer Support Engineering

Analyst1; Denver (CO); On-site; USD 126,000 - 154,000; Full time

Benefits offered by this job

Remote-First Culture

Flexible Time Off Policy

Full benefits (medical, dental, vision

Week off from Christmas to New Year’s

Job summary

Analyst1 seeks a Director of Customer Support Engineering to lead the team delivering 24/7 support for Enterprise and Federal customers. You will own end-to-end support operations, coordinate with Product and Engineering, and escalate complex issues while ensuring service quality and effective documentation.

This hands-on leadership role combines technical credibility with strategic oversight, including staffing, performance metrics, and collaboration across CS, Product, and Engineering to drive

Qualifications

• 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles.
• 7+ years of Linux/Unix usage (Centos, Red Hat, and Rocky).
• 2+ years of relational database usage (PostgreSQL).
• Strong network, system, and application troubleshooting experience including complex log parsing.
• Strong written and verbal communication with peer engineers, end users, and customer project managers.
• Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanner, IDS/IPS, Firewall, EDR, data lakes/log aggregators, threat research/intelligence tools & platforms.

Responsibilities

• Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on‑call/24‑7 coverage for break/fix requirements.
• Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership.
• Engage on the most complex or highest‑stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform.
• Troubleshoot operational issues with the tool and with integrated tools and/or feeds.
• Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers.
• Own the quality and completeness of support documentation, including integration guides, and ensure the team maintains them.
• Establish standards and oversee delivery of on‑prem and cloud installation, configuration, and updates of Analyst1.

Education

BA/BS or equivalent combination of education and experience

Cyber intelligence experience

Linux/Unix usage

PostgreSQL

SIEM/SOAR ITSM/Ticketing

Strong communication

Job description

Analyst1 seeks a Director of Customer Support Engineering to lead the team delivering 24/7 support for Enterprise and Federal customers. You will own end-to-end support operations, coordinate with Product and Engineering, and escalate complex issues while ensuring service quality and effective documentation.

This hands-on leadership role combines technical credibility with strategic oversight, including staffing, performance metrics, and collaboration across CS, Product, and Engineering to drive