Director of Technical Support

Axonius Federal Systems LLC (AFS) gives federal agencies the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and complying with federal cybersecurity regulations and guidelines such as Zero Trust, NIST Cybersecurity Framework, CDM, FISMA, and BOD 23-01.  

Headquartered in the DC-metro area with employees across the country, Axonius Federal has an installed customer base spanning the civilian sector and every branch of the DoD.  

Axonius has been recognized with the Great Place to Work Certification™ and was named to Dun’s Best Start Up Companies to Work for Over 100 Employees. For two years in a row, Axonius was on the Deloitte Technology Fast 500 list as well as included on Inc. magazine's 2022 Best Workplaces list.   

For more on how AFS supports the mission of the U.S. government to improve national security, visit https://www.axonius.com/axonius-federal. 

Position Overview:

As part of our rapid growth, we’re looking for a Director of Technical Support to join our team! We are looking for an individual with experience and talent to dramatically improve and simplify the support process as we scale, partnering closely with product management and engineering to build new systems for better customer experience. You'll play a critical role on our team, helping to diagnose issues more accurately and efficiently across a diverse product range, while also enabling faster and simpler customer system upgrades. The route to achieve this will be through cross-functional team collaboration with engineering, product Management, and support staff to drive entirely new methods into the process.

Responsibilities:

• Develop and scale service delivery and operations Metrics, KPIs and SLAs that align with the corporate vision.
•  Ensuring targeted service and performance standards are achieved or exceeded.
• Define reporting standards and performance management standards across the organization
• Designing and executing improved support processes and communication channels.
• Analyzing customer experience patterns and trends and providing that feedback to the executive management team and key organization stakeholders.
•  Determining overall customer satisfaction levels and identifying ways improve those levels.
• Improving support hiring and on-boarding practices.
• Focus on maximizing the productivity of the organization by utilizing technology to reduce/automate time consuming human efforts
• Build and lead a high-performing engaged team balancing strong execution on day-to-day responsibilities in conjunction with the long-term roadmap goals
• Build and champion a team environment that fosters employee growth and development, feedback, and strong employee engagement
• Champion continuous improvement initiatives, including development of strategies to improve overall team productivity and programs to improve customer satisfaction
• Other duties as assigned. 

Minimum Qualifications:

• 5 years of experience leading support teams through high growth periods, ideally in a technical or enterprise software environment.
• 3 years of experience defining new or improving existing support infrastructure and systems to enable data driven optimizations within the organization.
• Ability to improve operational efficiency through innovation and adopting new ideas and practices. 

AFS-specific Requirements:

• Must be eligible to obtain and maintain a U.S. Security Clearance
• Must reside in the United States. 

Preferred Qualifications:

• Strong familiarity with integrating customer support systems with product management and engineering workflows to improve issue diagnosis and resolution times.
• Expertise in utilizing data analytics to derive actionable insights for continuous improvement of customer service operations.
• Experience in handling complex customer escalations, ideally in a technical or enterprise software environment.
• Familiarity with federal government compliance requirements, such as data security and privacy standards.

We welcome people of different backgrounds, experiences, abilities and perspectives, regardless of race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status.   

By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our Global Job Candidate Privacy Notice.  

Axonius Federal Systems participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 http://dhs.gov/e-verify 

Salary : $150,100 - $175,000