What are the responsibilities and job description for the Director, Global Technical Support position at Contrast Security?
We’re looking for sharp minds, fearless builders, and problem-solvers who thrive on turning complex challenges into innovative solutions.
Contrast Security is seeking a Director of Global Technical Support to lead, and modernize our Support organization. This is a critical and strategic leadership role responsible for shaping the future of customer experience; combining technical excellence, operational leadership, and the integration of AI-driven support capabilities.
You will lead a high-performing support organization that ensures customer satisfaction, accelerates resolution times, and drives measurable customer outcomes. You will also play a key role in evolving our global “follow-the-sun” model, enabling seamless 24/7 support coverage and operational excellence.
Responsibilities:
- Evolve and grow a high-performing global support team focused on technical depth, customer empathy, and operational rigor.
- Champion and drive the transformation of support using AI, leading the design and implementation of AI-powered tools, workflows, and automation to improve case resolution, knowledge management, and predictive support capabilities.
- Oversee the creation and curation of a dynamic knowledge base, ensuring both human agents and AI-powered tools can surface accurate and contextual answers quickly.
- Lead and align global support operations to deliver a seamless "follow-the-sun" experience, ensuring consistency, collaboration, and exceptional customer outcomes worldwide.
- Act as a "player-coach" by actively handling complex customer escalations and engaging directly in ticket resolution during peak volume periods to maintain a real-time pulse on product issues.
- Collaborate closely with Product, Engineering, and GTM teams to identify emerging issues, influence roadmap priorities, and act as a trusted advisor, ensuring customer feedback informs product innovation.
- Define, measure, and report on key support metrics (e.g., CSAT, FRT, Resolution Rate) to ensure continuous improvement, operational transparency, and adherence to service level agreements (SLAs).
- Own and optimize the support technology stack (CRM, Knowledge Base, automation tools), driving maximum value and adoption across the team.
- Mentor and coach team members to achieve professional growth and excellence, fostering a culture of ownership and continuous learning.
Qualifications:
- 10 years of experience in technical support, customer success, or related roles, including 5 years in leadership positions.
- Proven track record building or transforming a modern support organization, ideally with AI/automation integration.
- Strong technical foundation in application security, software development, or DevSecOps, with working knowledge of languages such as Java and .NET.
- Deep understanding of SDLC, CI/CD pipelines, and software engineering methodologies.
- Familiarity with support platforms (e.g., Zendesk, Salesforce Service Cloud) and experience implementing AI or chat-based support solutions.
- Strategic thinker with operational discipline — skilled in setting vision, defining metrics, and executing against measurable outcomes.
- Excellent communication and collaboration skills with both technical and executive audiences.
- Bachelor’s degree in Computer Science, Engineering, or a related technical field; advanced degree a plus.
We're transforming the way the world secures software. If you're ready to make a real impact, thrive in a fast-paced environment, and grow alongside a team of passionate professionals, we’d love to hear from you.
Apply today and help us shape the future of application security.