About Onapsis
Leading cybersecurity solutions for critical business applications
Key Highlights
- Headquartered in Boston, MA with 201-500 employees
- $115.6 million raised in Series C funding
- Clients include IBM, Deloitte, and Verizon
- Innovative product 'Control Central' enhances security capabilities
Onapsis, headquartered in the Financial District of Boston, MA, specializes in cybersecurity and compliance solutions for cloud and on-premise ERP applications. With $115.6 million raised in Series C funding, Onapsis serves notable clients such as IBM, Deloitte, and Verizon, helping them enhance the...
🎁 Benefits
Onapsis offers a comprehensive benefits package including medical, dental, and vision insurance, life and disability coverage, a 401K plan, and unlimi...
🌟 Culture
Onapsis fosters a culture focused on proactive cybersecurity measures and continuous improvement. The company emphasizes rapid response to threats and...
Overview
Onapsis is seeking a Director of Product Technical Support to lead the transformation of their global support organization. You'll be responsible for defining and scaling the support model while ensuring alignment with Product, Engineering, and Customer Success. This role requires strong leadership and strategic thinking.
Job Description
Who you are
You are a seasoned leader with extensive experience in technical support, ideally within the cybersecurity or software industry. You have a proven track record of transforming support organizations from reactive to proactive, leveraging data to drive improvements and enhance customer satisfaction. Your strong communication skills enable you to collaborate effectively with cross-functional teams, including Product, Engineering, and Customer Success.
You possess a deep understanding of support operations across various levels, including L1, L2, and L3 functions. Your experience in managing globally distributed teams allows you to build a cohesive and high-performing support organization. You are data-driven, using insights to inform decisions and improve support outcomes.
What you'll do
As the Director of Product Technical Support, you will lead the global Technical Support organization, ensuring high-quality support for both SaaS and on-premise products. You will define and evolve the support operating model, focusing on customer responsiveness and resolution outcomes. Your role will involve establishing formal escalation paths to Product Engineering, ensuring that customer issues are addressed efficiently and effectively.
You will be responsible for building and managing a globally distributed team, fostering a culture of excellence and accountability. By transforming support data into actionable insights, you will drive product improvements and reduce systemic customer pain points. Your leadership will be crucial in aligning the support organization with the broader goals of the company, ensuring that customer needs are met while supporting the growth of Onapsis's offerings.
What we offer
Onapsis provides a dynamic work environment where you can make a significant impact on the company's success. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to protect the world's most critical business applications and be part of a team that values innovation and collaboration.
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