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Job Title : Director, Technical Support
Location : Pune
The Director of Technical Support is responsible for leading a global technical support organization that delivers world-class customer support for enterprise customers operating in complex SaaS and cybersecurity environments. This role provides strategic leadership, operational direction, and technical oversight to ensure the successful delivery of support services that drive customer satisfaction, product adoption, and long-term customer success.
The Director will lead and mentor highly skilled technical support teams across multiple regions, ensuring operational excellence, rapid incident response, and proactive customer engagement. This leader will establish clear priorities, accountability frameworks, and performance standards to ensure the support organization operates efficiently while maintaining the highest levels of customer experience.
As a senior leader within the Customer Experience organization, the Director of Technical Support will act as the primary escalation authority for critical customer incidents and security-related issues, coordinating closely with Engineering, Product Management, QA, and Operations to drive rapid resolution and transparent communication during high-impact events.
This role also serves as a key advocate for the voice of the customer, ensuring that product feedback, usage insights, and support trends are shared with internal teams to continuously improve product quality and customer experience.
Required Qualifications
- Minimum of 15 years of experience in delivering enterprise-grade technical support for large-scale IT environments and SaaS platforms.
- 5+ years of leadership experience managing technical support teams, including at least two years in senior management roles.
- 6+ years of experience in enterprise technical support or customer-facing technical roles within SaaS, cloud, or cybersecurity environments.
- Proven ability to lead high-performing global teams, including remote and distributed support organizations.
- Serve as the primary escalation authority for critical incidents (P1/P2), driving cross-functional coordination and ensuring rapid resolution of high-impact customer issues.
- Lead incident management and war-room coordination for security incidents, platform outages, or major customer escalations.
- Ensure clear communication with customers and stakeholders, including delivery of Root Cause Analysis (RCA) documentation and post-incident reviews.
- Establish and monitor key operational metrics, including Time to Resolution (TTR), SLA compliance, escalation rates, and customer satisfaction metrics.
- Define and implement support processes, operational standards, and continuous improvement initiatives to enhance support delivery.
- Drive innovation in support operations through automation, workflow optimization, and self-service support capabilities such as knowledge bases and intelligent support systems.
- Act as a Trusted Technical Advisor for strategic customers, participating in executive-level customer engagements, including Monthly or Quarterly Business Reviews (MBRs/QBRs) when required.
- Participate in the product development and release cycle, ensuring the support organization is fully prepared for new product launches and feature releases.
- Ensure support teams receive continuous technical training and enablement on cybersecurity technologies, cloud platforms, and evolving threat landscapes.
- Demonstrate strong communication, leadership, and decision-making skills, with the ability to navigate complex technical and operational challenges.
Preferred Qualification - Leading Engineering Teams or QA teams, DevOps team or SRE team would be a plus.
Education - Bachelor’s degree (BE/BS) in Computer Science, Engineering, or related technical field required; MBA or advanced degree is a strong plus.
Skills Required
- 5+ years of leadership experience managing technical support teams, including at least two years in senior management roles.
- 6+ years of experience in enterprise technical support or customer-facing technical roles within SaaS, cloud, or cybersecurity environments.
- Bachelor's degree in Computer Science, Engineering, or related technical field required; MBA or advanced degree is a strong plus.
- Demonstrated success delivering enterprise-grade technical support for large-scale IT environments and SaaS platforms.
- Proven ability to lead high-performing global teams, including remote and distributed support organizations.
Qualys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Qualys and has not been reviewed or approved by Qualys.
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Affordable Benefits — Benefits costs are widely viewed as low for employees and dependents, with healthcare often described as almost fully paid for. Feedback suggests this affordability helps offset perceptions of lower base pay in some roles.
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Healthcare Strength — Healthcare offerings are broad, including multiple medical plan options, dental and vision coverage, mental health support, and disability insurance. Benefits are described as “pretty amazing” or “great,” reinforcing perceived quality and coverage depth.
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Equity Value & Accessibility — Equity participation is accessible through company stock plans and an employee stock purchase plan. Compensation packages commonly include equity alongside salary and bonus, which some consider a meaningful part of total rewards.
Qualys Insights
What We Do
Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings. The Qualys Cloud Platform leverages a single agent to continuously deliver critical security intelligence while enabling enterprises to automate the full spectrum of vulnerability detection, compliance, and protection for IT systems, workloads and web applications across on premises, endpoints, servers, public and private clouds, containers, and mobile devices. Founded in 1999 as one of the first SaaS security companies, Qualys has strategic partnerships and seamlessly integrates its vulnerability management capabilities into security offerings from cloud service providers, including Amazon Web Services, the Google Cloud Platform and Microsoft Azure, along with a number of leading managed service providers and global consulting organizations. For more information, please visit http://www.qualys.com
