Director Of Technical Support
About The Position
The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications.
At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.
Why Seraphic?
- Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop
- Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users
- Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security
- Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security
- Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems
This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security.
Join us in shaping the future of secure browsing!
We’re looking for a hands-on Director of Technical Support to lead and build our customer-facing technical function from the ground up. In this role, you’ll shape how we onboard customers, support them technically, and ensure their long-term success with Seraphic’s product.
If you thrive in fast-paced environments, love building things from scratch, and want to have real impact—this one’s for you.
What You’ll Do:
- Own the entire post-sale technical journey—from onboarding to deployment to long-term support
- Build and lead a small (but mighty!) technical services team as we grow
- Be the point of contact for key enterprise customers, especially during onboarding and escalations
- Work hands-on to solve complex technical challenges and make sure customers get real value from our product
- Configure and customize Seraphic products to meet specific client environment requirements
- Collaborate closely with product and R&D teams to address technical challenges and suggest system improvements
- Develop and maintain technical documentation, including user guides and FAQs that will help us scale
- Partner with Sales on pre-sales activities, offering technical expertise in strategic conversations
- Help us define what “great technical support” looks like in a cybersecurity startup
Requirements
What You Bring:
- 8+ years of experience in technical customer-facing roles, with 3+ years in a leadership position
- Understanding of cybersecurity threats, vulnerabilities, and best practices - Experience with browser security is an advantage
- Solid understanding of cybersecurity concepts—browser security experience is a big plus
- Familiarity with common web protocols
- Proven experience with deployment tools like: SCCM, Intune and JAMF
- 3-5 years of system management experience across Windows, Linux, and macOS
- Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions
- Familiarity with ticketing systems like Jira and Zendesk
- Great project management skills and able to communicate effectively with different stakeholder groups across a diverse set of industries, sizes, and experience level
- Excellent communicator—equally comfortable speaking with engineers, execs, and customers
- You love solving problems, building processes, and helping customers succeed.
- Ability to multitask and prioritize several projects simultaneously
- Exceptional written and verbal communication skills for both technical and non-technical audiences
- Startup mindset: proactive, flexible, independent, and hands-on
