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.

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in DNSFilter’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Our system has flagged this application as potentially being associated with bot traffic. Please turn off any VPNs, clear your browser cache and cookies, or try submitting your application in a different browser. If this issue persists, please reach out to our support team via our help center.
Please complete the reCAPTCHA above.