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Sr. Director - Supportability/L3






San Mateo, CA, US


Exabeam delivers next-generation security management technology that enables organizations to protect their most valuable information. The Exabeam Security Management Platform combines unlimited log data collection, advanced behavioral analytics, and automated incident response, all supported by Exabeam’s patented Smart Timelines technology that uses machine learning to track identity and behavior over time. The company’s recent industry accolades include Forbes Cloud 100, Inc. 500, and SC Awards Europe, among many other distinctions.     
Exabeam is recruiting for a Sr. Director, Supportability and Level 3 Technical Support. This role leads the elite team that serves as the senior technical point of contact for the Customer Support organization and cross-functionally, particularly with Product Management and Engineering.  You will need very deep technical skills, exceptional bedside manner with customers and colleagues and an analytic disposition.  The role reports to the EVP, Customer Success. 


    • Ensure all customer issues are progressing expeditiously within the Customer Success and Engineering teams, intervening when appropriate.
    • Serve as the primary resource to the Customer Success team to expedite resolution of the most difficult technical issues.
    • Participate in customer escalation calls, when appropriate. 
    • Intervene proactively with the Customer Success and Engineering teams for issues that are not progressing expeditiously.
    • Serve as the main point of contact to Engineering for escalated issues.
    • Serve as the main point of contact with Product Management on product roadmap and develop and execute Customer Success readiness plans for new versions and products.
    • Through regular analysis, provide Customer Success’s product quality and supportability improvement priorities.
    • In collaboration with Customer Success leadership, develop skill development plans for Support Engineers and Technical Account Managers. 

Qualifications and Competencies:

    • 5+ years experience as L3 and Supportability Engineer or Technical Product Champion, preferably with a cybersecurity technology company.
    • Demonstrated experience with leading resolution of complex technical issues, including orchestrating internal, cross-functional resources, interaction with multiple customer touch points.
    • Mastery of data analysis to provide actionable product quality and supportability improvements.
    • Highly approachable, collaborative disposition.
Exabeam is privately funded by Aspect Ventures, Cisco Investments, Icon Ventures, Lightspeed Venture Partners, Norwest Venture Partners and well-known security investor Shlomo Kramer. For more information, visit or follow us on Twitter @exabeam.

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