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Director, Technical Support - Bucharest

Bucharest

Every day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced “sneak”) comes in. Snyk is a developer security platform that makes it easy for development teams to find, prioritize, and fix security vulnerabilities in code, dependencies, containers, and cloud infrastructure — and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.

 

 

Joining Snyk means embracing our core values: One Team, Care Deeply, Customer Centric, and Forward Thinking. As a member of our team, you’ll have the opportunity to thrive in a dynamic environment where fostering collaboration, leading with empathy, driving business impact, and inspiring trust are at the heart of everything we do.

Our Opportunity

As the Director of Technical Support, you will lead initiatives to enhance customer experience and drive transformative advancements within the organization. Your role will involve identifying opportunities for improvement, streamlining processes, and optimizing support services to meet evolving customer demands. Your proactive approach to innovation and problem-solving will ensure a seamless technical support framework aligned with strategic objectives.

Your role involves leading the development and execution of long and Short-term strategies to position the organization as a leader in delivering exceptional support services for Enterprise customers. Your analytical skills and forward-thinking mindset will guide the organization towards sustainable growth in the Application Security landscape.

Collaboration and effective communication with stakeholders are crucial aspects of your role. By fostering strong partnerships with cross-functional teams, you will drive alignment on technical support priorities, initiatives, and resource allocation. Additionally, you will mentor and coach the Support Managers to cultivate a culture of continuous learning and professional development.

You’ll Spend Your Time:

  • Developing and executing a long-term technical roadmap that aligns with the company's overall objectives
  • Monitoring industry trends and technology advancements to ensure the technical support team remains innovative and competitive, e.g. AI and crowdsourcing
  • Establishing and implementing quality metrics to measure the effectiveness of technical support services
  • Continuously reviewing and improving processes to enhance the quality of technical support provided to customers
  • Fostering close collaboration with customer-facing technical staff, Sales leadership, and customers ensuring a thorough understanding of customer needs and aligning group products and technical architecture accordingly
  • Fostering a customer-first culture within the technical support team to ensure excellent customer experiences
  • Leading efforts to ensure technical support team members are trained in product knowledge and support best practices
  • Providing ongoing mentorship and professional development opportunities to nurture the skills and expertise of the technical support team

What You’ll Need:

  • 8 + years in Enterprise Technical Support
  • General understanding of various application security tools and technologies, as well as DevSecOps framework. 
  • Strong understanding of security best practices and industry standards, including OWASP Top 10 and NIST guidelines
  • Experience in leading and managing technical support teams, with a focus on providing excellent customer service and resolving complex technical issues
  • Ability to develop and implement strategies for improving application security posture and incident response processes

#LI-WR1

We care deeply about the warm, inclusive environment we’ve created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you’re the right person, do apply anyway!

 

About Snyk

Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk.

Benefits & Programs

Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.

  • Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
  • Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
  • Health benefits, employee assistance plans, and annual wellness allowance
  • Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances

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Snyk is an equal-opportunities company and believes firmly in the power of creating a richly diverse workforce. To help us to achieve this, we'd like to invite you to voluntarily disclose your gender identity. We'll use this information anonymously to assess and improve our interview process.

Completion of this question is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter.

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When you apply for a job at Snyk, Snyk Limited will be the controller for the personal data contained in your application. You can reach us at Snyk Limited, Highlands House, Basingstoke Road, Spencers Wood, Reading, Berkshire, RG7 1NT United Kingdom or contact our Data Protection Coordinator at privacy@snyk.io. We process your personal data to set up and conduct interviews and tests for applicants, evaluate and assess the results, and otherwise as needed in our recruitment and hiring processes. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. This processing is necessary for our legitimate interests in finding, choosing and hiring employees and is  legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation). You can read more about how we process your data in the Snyk Recruitment Privacy Statement.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider who helps manage the recruitment and hiring process on our behalf. Greenhouse is based in the United States, and the transfer will be subject to the safeguards of Greenhouse's Privacy Shield certification. We keep your personal data as long as necessary to evaluate your application and in accordance with the Snyk Recruitment Privacy Statement. You have the right to request access to your personal data and to request that it be corrected, restricted, erased, or ported to a new provider under certain circumstances. In addition, you may lodge a complaint with an EU supervisory authority.

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