Onapsis · 2 hours ago
Director of Product Technical Support
Dallas, TX
Full-time
Hybrid
Director/Executive
10+ years expOnapsis is a cybersecurity company focused on protecting business-critical applications. They are seeking a Director of Product Technical Support to lead the transformation of their global support organization, ensuring high-quality support for both SaaS and on-premise products while leveraging data for product improvement.
Cloud Data ServicesCyber SecurityEnterprise Resource Planning (ERP)Network SecuritySecurity
Responsibilities
Lead the global Technical Support organization across L1, L2, and L3 functions, including formal escalation handoffs to Product Engineering
Define and evolve the support strategy, organizational structure, and service delivery model for both SaaS and on-premise products
Own and report on key support KPIs, including First Response Time (FRT), Mean Time to Resolution (MTTR), escalation containment, customer satisfaction (CSAT), and cost per case
Build and manage a leadership layer of managers and team leads; own headcount planning, leveling, hiring strategy, and global budgeting
Partner closely with Product Management and Engineering to improve defect resolution workflows, escalation models, and long-term product quality
Oversee the Customer Escalation Event process and ensure alignment with incident response practices, executive communication, and engineering engagement
Establish and mature the Voice of the Customer (VoC) program by translating support trends and root causes into actionable product and roadmap input
Drive operational excellence through documentation standards, internal tooling improvements, knowledge base growth, and automation/self-service adoption
Lead global, shift-based, and geo-distributed support models, ensuring compliance with labor laws, contractual SLAs, and regional requirements
Partner with HR and executive leadership on performance management, career development, succession planning, and organizational health
Advise executive leadership on customer risk, systemic issues, and operational trends using data from support operations
Qualification
Required
Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
10+ years of experience in Technical Support, Product Support, or Technical Operations, including leadership of multi-level global teams
Experience leading support organizations for enterprise software products, including SaaS and on-premise deployments
Demonstrated success transforming support organizations toward proactive, scalable, and metrics-driven operating models
Experience partnering with Product and Engineering organizations at a senior level
Company
Onapsis
Onapsis provides cybersecurity and compliance solutions for cloud and on-premise ERP and business-critical applications.
201-500 employees
H1B Sponsorship
Onapsis 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
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$115.6MKey Investors
LLR PartnersEvolution Equity Partners.406 Ventures
2020-10-06Series D· $55M
2018-04-13Series C· $31M
2015-09-15Series B· $17M
Leadership Team
Mariano Nunez
CEO | Co-Founder
Juan Pablo Perez Etchegoyen
CTO
Recent News
Help Net Security
2025-10-17
2025-10-16
Company data provided by crunchbase