Rubrik · 7 hours ago
Director of Technical Support
Greater Wilmington Area
Full-time
Onsite
Director/Executive
12+ years expRubrik is a Security and AI Operations Company that focuses on data protection and cyber resilience. The Director of Technical Support will drive strategic direction and innovation for large-scale support initiatives, overseeing long-term vision and aligning support initiatives with company goals.
Cloud ComputingCloud Data ServicesData ManagementInformation TechnologySecuritySoftware
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
Strong strategic thinking, leadership, and innovation skills specific to technical support
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
Company
Rubrik
Rubrik is a data security platform that delivers cyber resilience, cyber posture, and cyber recovery solutions.
1001-5000 employees
H1B Sponsorship
Rubrik has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (147)
2024 (94)
2023 (81)
2022 (111)
2021 (93)
2020 (51)
Funding
Current Stage
Public CompanyTotal Funding
$1.55BKey Investors
MicrosoftMeros Equity Global ManagementBain Capital Ventures
2025-05-11Post Ipo Debt· $1B
2024-10-08Post Ipo Secondary
2024-04-25IPO
Leadership Team
Arvind Nithrakashyap
Co-Founder & CTO
Filip Verloy
Field CTO EMEA
Recent News
LogisticsGulf
2025-12-27
2025-12-25
Company data provided by crunchbase