Director of Support

About the Role We are hiring a Director of Support to lead and scale the customer support function towards our next stage of growth. This is a builder's role, not a caretaker's. You will own the support operating model end to end — the process, the tooling, the team, and the customer experience — for a product that customers rely on during high-stakes, time-sensitive cyber incidents. You will lead a distributed team across multiple time zones, serve as the senior escalation point for our most significant customers and partners, and be the connective tissue between Customer Success, Engineering, and Product. You will report to the VP of Customer Success and work closely with all cross-functional teams in the business. This is a hybrid role based in Toronto.

What You'll Do

- Build out and scale the support operating model: severity taxonomy, SLAs, triage and escalation workflows, runbooks, and quality standards.
- Lead and grow a distributed, follow-the-sun support team; set shift coverage, on-call rotations, and handoff discipline.
- Serve as the senior escalation point for enterprise and CISO-level customers and key partners, including calm, credible communication during active incidents.
- Own the support-to-Engineering escalation path and partner with Engineering on-call so critical issues are never single-threaded.
- Close the loop with Product: turn recurring issues and customer signal into a structured Voice-of-the-Customer feedback stream.
- Stand up support metrics and reporting (first-response and resolution time, SLA attainment, CSAT, backlog, reopens)



and drive continuous improvement against them.
- Build the knowledge base and self-service deflection strategy to keep the team lean as volume grows.

What You’ll Bring:

- 8+ years in technical support, with 4+ years leading and building support teams
- Experience building support process and structure from an early or immature state. You have stood up runbooks, tiering, SLAs, and escalation paths before.
- Semi-technical fluency: comfortable enough with SaaS architecture, authentication/SSO, APIs, and logs to triage escalations and reproduce issues
- Proven ability to manage distributed, multi-time-zone teams, including offshore or outsourced resources.
- Executive-grade communication: you can hold a room with a CISO or a stressed customer during a critical incident and inspire confidence
- Exceptional operational rigor and discipline: you run a tight, metrics-driven operation with airtight process adherence, relentless follow-through, and consistency, and you hold the team to that same standard every single day.

Nice to Have

- Background in cybersecurity, incident response, SaaS security tooling, or a regulated/high-trust environment.
- Experience supporting enterprise customers and/or channel and insurance partners.
- Familiarity with modern technical support tooling (e.g., Jira, Datadog, Kibana) and CRM (e.g., HubSpot, Salesforce).
- Experience in an early-stage or high-growth startup

Interested Apply now! [email protected]

Regards

Jemima

Pay: $150,000.00-$200,000.00 per year

Work Location: Hybrid remote in Toronto, ON (Toronto District)

📌 Director-Customer Support (Canada)
🏢 CYGNVS
📍 Canada