Lead the team responsible for ensuring Analyst1 is operational for Enterprise and Federal customers, from initial deployment and platform tuning through disaster recovery and integration.
Own the strategy, staffing, and performance of the Support function while remaining technically credible to step into complex escalations personally.
Partner with Product and Engineering leadership to translate customer-facing realities into product feedback and roadmap input.

What you’ll do:

Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements.
Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership.
Build, lead, and grow the Customer Support team, including hiring, coaching, performance management, and career development.

What you’ll bring:

7+ years of experience in cyber intelligence, automation, or defense roles, with prior leadership of a technical team.
Strong Linux/Unix usage, relational database experience (PostgreSQL), and network/system/application troubleshooting skills.
Experience with SIEM, SOAR, ITSM, and other enterprise security tools; BA/BS or equivalent.

Perks:

Competitive salary + Bonus/Commission, Remote-First Culture, Flexible Time Off Policy.
Full benefits package including fully funded medical, dental, and vision coverage, plus 401(k), Life Insurance, Pet Insurance, and Pre-paid Legal Aid Options.
Week off from Christmas through New Year’s Day.

Analyst1

Analyst1 is an industry-leading cybersecurity solution provider that specializes in advanced threat intelligence, transforming security operations through automated data ingestion and investigations. The company fosters a remote-first culture with a focus on integrity, results, collaboration, and growth, offering competitive compensation and comprehensive benefits.

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