Director, Customer Support - Santa Clara, CA
LOCATION: Santa Clara, CA or Dallas, Texas (Required to work PST time zone)
WHO WE ARE:
Aviatrix® is the cloud network security company trusted by more than 500 of the world’s leading enterprises. As cloud infrastructures become more complex and costly, the Aviatrix Cloud Network Security platform gives companies back the power, control, security, and simplicity they need to modernize their cloud strategies. Aviatrix is the only secure networking solution built specifically for the cloud, that ensures companies are ready for AI and what’s next. Combined with the Aviatrix Certified Engineer (ACE) Program, the industry’s leading secure multicloud networking certification, Aviatrix unifies cloud, networking, and security teams and unlocks greater potential across any cloud.
ABOUT THE ROLE:
As Director of Customer Support, you will serve as the primary advocate for our customers while leading a high-performing support organization. This hands-on technical leadership role combines strategic management with deep technical expertise to drive exceptional customer experiences and product evolution.
You'll spearhead complex customer escalations, collaborate closely with Sales, Services, and Engineering teams, and transform customer insights into actionable intelligence that shapes our product roadmap. Working at the intersection of customer advocacy and technical excellence, you'll build and scale our support operations while driving data-driven improvements across the organization.
We're seeking a visionary leader who understands the evolving landscape of cloud-native security and wants to be at the forefront of defining enterprise-grade customer support in this space.
Key Responsibilities:
Team Leadership & Development
- Lead, hire, and develop world-class customer support teams focused on enterprise customer success.
- Define and track key performance indicators (KPIs) to drive team excellence and customer satisfaction.
- Mentor team members on advanced customer service methodologies and technical best practices.
- Foster a culture of continuous learning and customer-centricity.
Customer Advocacy & Escalation Management
- Quarterback complex customer escalations, coordinating cross-functional resources to ensure swift resolution.
- Develop a deep understanding of customer business challenges and technical environments.
- Build and maintain strategic relationships with key enterprise accounts.
- Translate customer feedback into actionable insights for product and engineering teams.
Technology & Analytics
- Build, optimize, and maintain Support CRM systems and AI-driven knowledge bases.
- Create automated dashboards and analytics to measure customer success and support effectiveness.
- Generate technical insights that drive product evolution and competitive advantage.
- Develop comprehensive technical resources, troubleshooting guides, and best practices documentation.
Process Excellence
- Analyze and optimize support processes to ensure consistent, high-quality customer experience.
- Collaborate with Product Marketing and Solution Engineering on customer communication strategies.
- Drive cross-organizational alignment to achieve desired customer outcomes.
Qualifications:
- 15+ years leading customer support functions in highly technical enterprise environments
- 5+ years hands-on leadership role, building and scaling geographically distributed support teams
- Extensive expertise in managing escalations involving multicloud, hybrid, and infrastructure services
- Proficiency with public cloud platforms (AWS, Azure, GCP, OCI ), troubleshooting methodologies, and security principles
- Advanced knowledge of networking technologies (Cisco, Juniper, Palo Alto, Fortinet routers/switches; firewalls)
- Proficiency with public cloud platforms (AWS, Azure, GCP, OCI ), troubleshooting methodologies, and security principles
- Familiarity with Zero Trust frameworks, IAM, and data encryption strategies
- Understanding of cloud-native architectures and compliance standards (NIST, CIS)
- Exceptional ability to lead remote-first teams across multiple US time zones
- Adept at influencing cross-functional stakeholders and driving strategic change
- Strong written and verbal communication skills for technical and non-technical audiences and collaborating closely with Engineering, Sales and Services functions
- Proficient in support KPIs, performance dashboards, and operational metrics
- Data-driven decision-maker with an analytical mindset
- Bachelor’s degree in computer science, Information Systems, or related field
Nice to have:
- Experience supporting SaaS products
- Prior exposure to high-growth startup environments
The US National annual base salary range for this full-time position is $182,750-$210,000 + benefits + 401(k) match + equity and is bonus eligible. The pay range is determined by role, work location, job-related skills, level, experience and relevant education. The range displayed is applicable only for new hires for the listed position located in the US. Your Talent Advisor can share more details regarding salary ranges, benefits, and equity for your location during the hiring process.
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BENEFITS
US: We cover 100% of employee premiums and 88% of dependent(s) premiums for medical, dental and vision coverage, 401(k) match, short and long-term disability, life/AD&D insurance, $1,000/year education reimbursement, and a flexible vacation policy.
Outside the US: We offer a comprehensive benefits package which, (subject to regional variations) could include pension, private medical for you and dependents, generous holiday allowance, life assurance, long-term disability, annual wellbeing stipend
Your total compensation package will be based on job-related knowledge, education, certifications and location, per our aligned ranges.
About Aviatrix
Aviatrix® is the cloud network security company trusted by more than 500 of the world’s leading enterprises. As cloud infrastructures become more complex and costly, the Aviatrix Cloud Network Security platform gives companies back the power, control, security, and simplicity they need to modernize their cloud strategies. Aviatrix is the only secure networking solution built specifically for the cloud, that ensures companies are ready for AI and what’s next. Combined with the Aviatrix Certified Engineer (ACE) Program, the industry’s leading secure multicloud networking certification, Aviatrix unifies cloud, networking, and security teams and unlocks greater potential across any cloud.
WE WANT TO INCLUDE YOU
We embrace the fact that not everyone’s journey took the same route or started at the same place. If your experience doesn’t quite meet the requirements but the opportunity excites you and you believe you could be great, don’t let that hold you back from applying. Tell us what you CAN bring and what makes you special.
Aviatrix is a community where everyone's career can grow and we want to help you achieve your goals and be “your best YOU,” however that looks. If you're seeking an opportunity where you can be excited to start work every morning with enthusiastic people, make a real difference and be part of something amazing then let’s talk. We want to get to know you and how we could grow together.
Aviatrix, Inc. is an equal opportunity employer and does not make hiring decisions based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
CPRA - California Applicant Privacy Notice
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