Director, Technical Support Engineering

At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network!

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

This is a full-time, fully remote role, and is open to candidates anywhere in the United States and Canada.

We are in search of a strategic and hands-on Director, Technical Support Engineering to take our strong technical support engineering organization to the next level. As a forward thinker, the Director will drive scalable growth across all customer segments and shift from reactive to proactive and predictive service engagement. Strong candidates will have some area of subject matter expertise within DNS, Routing, OS (Win/Mac), VPN, and Security applications; the main goal is to be able to assess and coach technical levels for the Tech Support team. This person wakes up to serve their teams and help customers.  They will pivot the organization from supporting customers to enabling their success through technically challenging implementations and incidents.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

Requirements:

• Areas of subject matter expertise within DNS, Routing, OS (Win/Mac), VPN, and Security applications with the main goal being able to assess and coach technical levels of these things for the Technical Support Engineering team
• Competitive candidates will typically have previously scaled technical support organizations with 6+ years of management, including manager-of-manager roles
• Globally flexible schedule
• Experience within Technical Support Management in SaaS
• Experience working effectively at a hyper-growth SaaS start-up
• Experience working remotely and effectively managing globally remote teams
• Passion for providing great customer experiences by taking initiative, seeing the big picture, and executing the steps needed to achieve key objectives and results
• Must be eligible to work in the US without sponsorship from an employer now and/or in the future

Bonus points for:

• Knowledge extending into cybersecurity
• Skill with automation, including GenAI
• Zendesk Expertise

At DNSFilter You Will:

• Create the Best in Cyber technical support experience through your strategic execution as demonstrated by industry leading voice of the customer & support engineering KPIs
• Drive “beyond the fix” to improve the product through ideation, problem management, and enhancements partnering with product teams
• Lean in to sales & marketing efforts where extra technical expertise is required to convert prospects into customers
• Collaborate with the Customer Success teams to achieve customer implementation goals expeditiously and help develop & execute get well plans as needed
• Instantiate processes to robust KM and automation for digital & tech touch services
• Shift the organization to a proactive and predictive capability set with a customer success mindset
• Build and achieve OKRs to continuously improve and make quantum leaps
• Lead & develop team(s) of support engineers, providing the coaching, training & tools required to exceed goals and grow in their roles & careers
• Nurture customer relationships and serve as the de-escalation point, managing risk proactively for point and thematic issues
• Contribute to top retention rates
• Manage Tier 1 Partnerships, ensuring high resolution and customer effort scores
• Develop and manage within budget to achieve outcomes with efficiency & effectiveness

U.S. hiring salary range

$120,000—$135,000 USD

We Offer:

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair.  You help us grow, we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Rotating 4-Day work week
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US and Canada based employees
• Full short-term disability and life benefits; available long-term disability
• 401k with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay for performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a fully remote company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.