Director, Technical Support
Location: Morrisville, NC
Summary
The Director of Technical Support drives strategic direction, innovation, and execution for large-scale support initiatives. This role involves defining and overseeing long-term vision, strategy, and architecture to achieve business objectives, foster innovation, drive operational excellence, and align support initiatives with overall company and customer goals.
Grade: M9. This is a People Manager role.
Key Responsibilities:
Strategic Vision & Leadership
- Develop and implement long-term strategic visions and roadmaps for technical support, aligned with company and business goals and evolving customer expectations.
- Align support initiatives with overall business objectives, customer needs, and market trends, translating business objectives into actionable plans.
- Define and lead strategic initiatives within the support organization that have a significant business impact.
- Maintain ownership of strategic areas within technical support, accountable for organizational goals and success metrics.
- Make decisions that support the overall company and its strategic objectives.
- Own, drive, and collaborate globally to achieve strategic outcomes.
Business and Organizational Impact
- Drive innovation to contribute to company growth, customer engagement, and business efficiency through effective technical support.
- Provide strategic thought leadership to address key support challenges and deliver impactful solutions.
Cross-Functional Collaboration & Influence
- Work across the organization to contribute strategic value in support, influencing strategic decisions regardless of organizational lines.
- Lead and influence cross-functional teams and stakeholders to implement strategic support solutions.
- Create clarity and collaborate across organizational boundaries to align support priorities and mobilize stakeholders.
- Inspire teams to align, prioritize, and execute strategic advancements in support.
Organizational Development
- Foster a culture of innovation, learning, and collaboration within the support organization.
- Develop and retain high-caliber support talent through focused hiring, structured growth paths, and strong retention practices.
- Serve as a leader, coach, and mentor to support teams and managers, providing clear growth plans, regular coaching, and measurable execution goals.
- Align support team structures and capabilities to the evolving demands of the business and customer base.
- Promote a culture of inclusion, fairness, and transparency to deepen trust and engagement within the support organization.
Operational Excellence
- Define and govern KPIs that provide clarity on support service quality, efficiency, and responsiveness.
- Lead simplification and automation initiatives that eliminate redundancy and enhance delivery consistency within technical support.
- Use performance trends and feedback to refine support strategies and improve the customer journey.
- Drive a culture of accountability and rigor within support, improving response times, predictability, and satisfaction.
- Maintain organizational agility within support to meet growing business needs while sustaining service standards.
- Drive measurable improvements in service delivery by linking operational performance with customer experience.
Critical Situation Management
- Implement proactive strategies to detect and mitigate critical support issues before escalation.
- Ensure swift ownership, clarity, and coordination during high-stakes support situations to accelerate resolution.
- Lead structured post-mortems focused on root cause elimination and long-term stability of support operations.
- Build a culture of readiness within support, where teams respond under challenging situations with clarity and control.
Innovation and Continuous Improvement
- Drive adoption of tools and emerging technologies that improve support quality, efficiency, and data visibility.
- Use data and feedback loops to continuously improve support processes and drive tangible outcomes.
- Encourage experimentation and ideation to unlock new efficiencies and elevate the customer experience within technical support.
- Challenge traditional models to set new standards in technical support excellence and innovation.
- Build a scalable, resilient support organization that adapts quickly to change without compromising execution.
Qualifications
The individual requires and demonstrates strong strategic thinking, leadership, and innovation skills specific to technical support. Acts as the authority in their area of support expertise/domain, setting strategic direction for the support function.
Typically requires a minimum of 15 years of related leadership experience with a Bachelor’s degree, or 12 years and a Master’s degree; or a PhD with 8 years experience.
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Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.
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Inclusion @ RubrikAt Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
Our inclusion strategy focuses on three core areas of our business and culture:Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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