Technical Support Director - Americas

Orlando, Florida, United States

iboss has created the first and only Distributed Gateway Platform specifically designed to solve the challenge of securing distributed organizations. Built for the cloud, iboss leverages an elastic, node-based architecture that provides advanced security for today’s decentralized organizations and scales to meet the ever-increasing bandwidth needs of tomorrow. The iboss Distributed Gateway Platform is backed by more than 100 patents and protects over 4,000 organizations worldwide, making iboss one of the fastest growing cybersecurity companies in the world.


The Technical Support Director – Americas is responsible for all aspects of the technical support business, a global business unit that services enterprise customers in North and South America. Under direction from the SVP of Solutions Engineering and the executive leadership team, the TSD – Americas will manage strategic alignment and execution of initiatives for a global 24x7 team that interoperates very closely with Technical Integrations and Sales teams. The ideal candidate for this role has a track record of leading world-class technical support teams and has worked with companies that have gone through rapid growth. The ideal candidate also has deep technical expertise in systems engineering, network engineering, and/or cybersecurity and is comfortable rolling up their sleeves to work directly with internal and external stakeholders.


  • Ensure optimal performance of technical support business unit.
  • Under the direction of the SVP of Solution Engineering, develop and maintain processes and procedures for technical support services.
  • Identify and prioritize areas for execution and operational improvement.
  • Develop, define and execute cross functional programs to improve NPS, customer satisfaction and service delivery
  • Manage operations in accordance with business unit budget
  • Mentor and aid in professional development of Technical Support Managers
  • Act as a strategic and technical escalation point for TSMs
  • Develop, measure, and communicate KPIs to measure success at the group and individual levels
  • Communicate customer issues to sales and customers success teams to provide account/relationship management in concert with technical remediation of any issues.
  • Work closely with product management teams to report any product issues that reduce customer satisfaction and increase load on the support team(s).
  • Work closely with the Technical Quality Assurance Manager to ensure proficiency gaps are resolved.
  • Work closely with the learning and development teams to ensure that staff are enabled to provide world-class customer service
  • Monitor support systems to ensure compliance with policies, procedures, and SLAs
  • Bubble up any critical issues or issues that impact multiple customers to the Technical Support Director



The responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required. 

  • Previous technical support experience
  • Previous management experience
  • College degree, CS, IT, or MIS preferred
  • Possess a strong work ethic and team player mentality
  • Excellent communication skills both verbal and written
  • 3-5 years of experience designing and supporting multilayer IP networks; routing and switching
  • 3-5 years of experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
  • 3-5 years of experience managing Windows Server or Red Hat Linux server environments; Expert level with Linux
  • 3-5 years of experience managing large (>1k seat) Windows and Mac workstation deployments
  • 3-5 years of experience managing DNS; Microsoft or Bind
  • Experience with Virtualization and specifically VDI implementations
  • Experience with acquiring and analyzing packet captures
  • Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Strong detail orientation and listening skills.
  • Strong decision making and analytical abilities


  • Health, Vision, Dental, Chiropractic - open to domestic partners
  • 401K with company match
  • Paid Time Off (PTO)
  • Company paid holidays
  • Optimistic, supportive, and FUN work environment
  • Fantastic quarterly company events
  • Free catered lunches every Fridays
  • Free snacks

The duties and responsibilities described above are essential functions of the job.

iboss, Inc. is an EEO/AA/M/F/Vet/Disability Employer

*This position is not eligible for sponsorship of work visas

Apply for this opening at