Director, Technical Support

Responsibilities

• Lead a global technical support organization delivering world-class service for enterprise customers in complex SaaS and cybersecurity environments.
• Serve as the primary escalation authority for critical customer incidents (P1/P2) and security-related issues.
• Coordinate cross-functionally with Engineering, Product Management, QA, and Operations to drive rapid resolution of high-impact events.
• Establish and monitor key operational metrics, including Time to Resolution (TTR), SLA compliance, and customer satisfaction.
• Drive innovation in support operations through automation, workflow optimization, and self-service capabilities.
• Act as a trusted technical advisor for strategic customers during executive-level engagements and business reviews.
• Mentor and lead highly skilled, distributed technical support teams across multiple regions.

Requirements

• 5+ years of leadership experience managing technical support teams.
• At least 2 years of experience in senior management roles.
• 6+ years of experience in enterprise technical support or customer-facing roles within SaaS, cloud, or cybersecurity environments.
• Bachelor’s degree (BE/BS) in Computer Science, Engineering, or a related technical field.
• Proven track record of delivering enterprise-grade support for large-scale IT environments.

Preferred Qualifications

• MBA or an advanced technical degree.
• Experience leading remote and distributed global support organizations.
• Deep understanding of cybersecurity technologies and evolving threat landscapes.

About the Company

Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance, and IT solutions. With more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100, Qualys helps organizations streamline and automate their security and compliance onto a single platform for greater agility and cost savings.