Director, Technical Support

OUR MISSION AND WHY IT MATTERS We are on a mission to make humans the strongest security layer. Human risk remains one of the biggest vulnerabilities and traditional awareness training is not enough. We take a different approach by combining AI-driven personalization, real threat detection, and behavioral science to actively protect people and organizations. We don't just simulate risks. We build the tools that detect and stop them. Your Role We are looking for an experienced Director, Technical Support to join our team in Minneapolis. In this role, you will lead our US Technical Support function, serving as the driving force behind support operations in the region. You bring a strong blend of technical expertise and people leadership, building trusted relationships across teams, proactively managing stakeholders, and driving cross-functional collaboration to deliver exceptional outcomes. You'll own customer escalations, acting as the primary liaison between our US customers and our headquarters in Finland to ensure timely communication and issue resolution. This role is ideal for someone who thrives in a fast-paced scale-up environment, takes initiative, adapts quickly, and enjoys solving complex challenges as they emerge. What You'll Do - Lead, develop, and grow a team of technical support professionals, owning hiring decisions, providing clear feedback and 1:1 coaching, and building the team structure needed to scale US operations. - Act as the primary point of contact for customer escalation calls, ensuring issues are resolved with empathy and efficiency. - Drive cross-departmental collaboration, working closely with Product, Engineering, and Customer Success to solve complex problems and improve the customer experience. - Assist with the implementation and optimization of our support tooling, including leading an active platform migration as part of our broader support modernization effort. - Manage up effectively, translating customer needs and US market behav