Remote-First Leader: Customer Support Engineering

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

Benefits offered by this job

Competitive salary + Bonus /Commission

Remote‑First Culture

Flexible Time Off Policy

401(k), Life Insurance, Pet Insurance,

Job summary

Analyst1 is seeking a Director of Customer Support Engineering to lead the team responsible for ensuring Enterprise and Federal customers are fully operational from deployment to integration. This hands-on leadership role focuses on strategy, staffing, and performance while remaining technically credible for escalations.

You will collaborate with Customer Success, Product, and Engineering to translate customer needs into product feedback and roadmaps.

Responsibilities

• Own support operations end‑to‑end: ticket routing, escalation paths, SLAs, and on‑call coverage.
• Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership.
• Personally 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.
• Serve as the primary conduit for structured product feedback from Support Engineering to the Product team, informed by patterns across the customer base.
• Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/playbook integrations).
• Provide product feedback to the Product team based on customer experiences.
• Build, lead, and grow the Customer Support Engineering team, including hiring, coaching, performance management, and career development.

Skills

Cyber intelligence

Linux/Unix

PostgreSQL

Troubleshooting

Communication

Enterprise IT

SIEM SOAR ITSM

EDR Firewall IDS/IPS

Team leadership

BA/BS or equivalent

Education

BA/BS or equivalent

Tools

PostgreSQL tooling

Job description

Analyst1 is seeking a Director of Customer Support Engineering to lead the team responsible for ensuring Enterprise and Federal customers are fully operational from deployment to integration. This hands-on leadership role focuses on strategy, staffing, and performance while remaining technically credible for escalations.

You will collaborate with Customer Success, Product, and Engineering to translate customer needs into product feedback and roadmaps.