Build Your Career in Cybersecurity -
YOUR WAY

Summary Information about the Role

We are looking for a Director of Customer Support Services to lead the post-sales technical support function at Securiti.ai. If you have a track record of building customer technical support function for successful SaaS and Technology companies then we would like to hear from you.  This is NOT an IT support role.

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As our Customer Support Director, you will have a responsibility for the success of our customers by delivering white-glove post-sales support experience, including responsive and rapid resolution of customer issues with Securiti’s product offering(s).

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Company Overview

Securiti has been widely recognized as an industry innovator, being named “Most Innovative Startup” at RSA Conference, Leader in the Forrester Wave Privacy Management Software, and winner of the IAPP Innovation Award. The company is being built by proven serial entrepreneurs and executives who have successfully built and scaled high growth global companies before. If you aspire to work on cutting edge technologies and frameworks, side by side with some of the smartest technologists, this may be a unique place for you.

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Securiti is an innovation leader in Autonomous Data Intelligence, Governance, Privacy and Protection. The exponential growth of data brings massive new opportunities, but also brings increasingly perilous security, compliance, and privacy risks. At Securiti, our mission is to enable organizations to safely harness the incredible power of data and the cloud by controlling the complex security, compliance, and privacy risks. With a foundation in AI-powered sensitive data intelligence and a team that was responsible for developing and deploying the market leading CASB & DLP technology, we are able to create a platform from the ground up that leverages robotic automation and workflows to solve complex privacy, data, and security business challenges, including simplified compliance with GDPR, CCPA, LGPD and other regulations. Granular insights into structured and unstructured data enable organizations to collaborate, monitor risk, control access and protect sensitive data at petabyte scale in minutes. Ease of use, quick to deploy and customizable are all reasons why companies select Securiti versus stitching multiple vendors together to address their challenges.

• Drive the overall post-sales engagement with the customers for Technical Support. Mature a tiered support model across a global support organization that delivers follow-the-sun 24x7x365 support coverage.
• Develop and execute customer support SOPs and Runbooks for customer issue remediation.
• Build and lead a team of talented support engineers.
• Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. Prior technical support experience with a Data Privacy and Security company as well as Cloud Security is highly desirable.
• Institute and develop support dashboards and operational metrics by leveraging CRM, Support systems, and DevOps system, with a specific focus on customer SLAs, CSAT and NPS metrics.
• Interface with engineering and product management to provide a feedback loop that includes repeatable IP in the form of implementation tools, customer insights, support knowledgebase and quality improvements. Formalize and drive customer issue escalation process, with compliant internal SLAs between Support and Engineering organizations.
• Interface with sales and marketing for smooth transition from pre-sales to post-sales, ensuring customer lifecycle continuity, thereby minimizing churn and maximizing customer LTV.
• Drive a P&L business plan for post-sales support, including forecasting budgets and financial plans.

Required Qualifications

• Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a manager of technical support.
• In-depth understanding of technical support processes, playbooks and metrics.
• Hands-on experience with people management, project management and budgeting. Demonstrated success with hiring and developing technical support organizations.
• Proficiency in one or more Support systems, such as Zendesk.
• Executive presence with excellent communication and leadership skills, and a proven track-record of collaborative success with customers, vendors, staff and internal business partners.
• Up to 20% travel (domestic and international).

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Preferred Qualifications

• Deep understanding of Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization, is a strong plus. NOTE: This role requires very strong hands-on technical skills and leadership.

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Role Summary & Company Overview:

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At ReversingLabs, we are providing the world’s largest threat intelligence repository to protect software development and power advanced security solutions, keeping the most advanced cybersecurity organizations and Fortune 500 enterprises informed and ahead of the threats. Our software supply chain security and threat intelligence solutions have become essential to advancing enterprise cybersecurity maturity globally.

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Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk.

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Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs.

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We are seeking a Technical Training Manager to design, deliver, and scale training programs that empower our customers, partners, and internal teams. This role will focus on creating hands-on training, certification programs, and knowledge resources to ensure customers gain the skills needed to leverage ReversingLabs’ solutions. You will work cross-functionally with Product, Engineering, Sales, and Customer Success teams to provide up-to-date training and help drive customer engagement, retention, and satisfaction.

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The ideal candidate will have a strong technical background, a passion for cybersecurity, and expertise in instructional design or technical training. This role offers an exciting opportunity to make a direct impact by building a comprehensive learning experience that empowers both external users and internal teams.

• Develop & Deliver Training: Design and conduct in-person, virtual, and on-demand training programs for customers, partners, and employees.
• Certification Program: Establish and maintain a formal certification program to validate expertise in ReversingLabs solutions.
• Content Creation: Develop technical training materials, including presentations, labs, documentation, videos, and interactive modules.
• Customer Enablement: Enhance onboarding and continuous education for customers to maximize adoption and success.
• Internal Training: Equip internal teams (sales & customer success) with the knowledge to better serve customers.
• Measure & Improve: Analyze training effectiveness through feedback, certification success rates, and customer engagement metrics.
• Stay Ahead of Trends: Keep up with industry best practices in cybersecurity, software security, and adult learning methodologies.
• Other duties as assigned

Required Qualifications:

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• 5+ years of experience in technical training, enablement, or instructional design in a cybersecurity or enterprise software environment.
• Strong understanding of software security, threat intelligence, malware analysis, or related fields.
• Experience developing and managing certification programs.
• Hands-on experience with eLearning platforms, LMS tools, and technical lab environments.
• Excellent communication and presentation skills with the ability to explain complex concepts clearly.
• Ability to work cross-functionally with product, engineering, sales, and customer success teams.
• Passion for empowering others and creating high-impact learning experiences.
• Excellent organizational skills with the ability to manage multiple initiatives simultaneously.
• Ability to think strategically and execute tactically to meet organizational objectives.

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Preferred Qualifications:

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The base salary range for this role is influenced by several factors, including work location, job-related skills and experience, relevant education, training or certifications, and other business needs. For this position, the target base salary is $143,000 - $153,000.

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At ReversingLabs, we believe that cash salary is just one part of our Total Rewards package. We’re proud to offer a comprehensive benefits package that includes base salary, bonus, stock awards, and extensive healthcare coverage. Additionally, we provide quarterly wellness weekends, retirement savings options, an annual Calm membership, access to Udemy for training and growth development, parental leave, and much more. We look forward to sharing more details about our Total Rewards package during the recruitment process.

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ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Award for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products.

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Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

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We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer.

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Applicants only - Recruiting agencies, please do not contact.

About Protect AI

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Protect AI is shaping, defining, and innovating a new category within cybersecurity around the risk and security of AI/ML. Our ML Security Platform enables customers to see, know, and manage security risks to defend against unique AI security threats, and embrace MLSecOps for a safer AI-powered world. This includes a broad set of capabilities including AI supply chain security, Auditable Bill of Materials for AI, ML model scanning, signing, attestation and LLM Security.

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Join our team to help us solve this critical need of protecting AI!

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Role

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Protect AI is seeking a Product Marketing Manager to drive technical marketing strategies for our AI Security platform. This role demands a technically adept marketer who can bridge product capabilities and customer needs with compelling narratives and actionable strategies.

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As a Product Marketing Manager, you will take ownership of market research, create technical content, enable sales teams, and build marketing strategies that accelerate customer engagement and adoption.

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This role is integral to translating our advanced AI security solutions into messaging that resonates with both technical and business audiences.

• Market Research and Analysis
• Perform in-depth market analysis to uncover customer pain points and assess competitive trends.
• Leverage insights to shape product positioning and go-to-market strategies.
• Technical Content Development
• Develop high-quality technical materials, including white papers, case studies, webinars, and user guides.
• Translate complex technical capabilities into customer-friendly, results-driven narratives.
• Sales Enablement
• Create sales tools such as FAQs, training guides, and demo content to support sales teams.
• Act as a product expert, enabling sales to effectively communicate our solutions’ value.
• Go-to-Market Strategy
• Drive successful product launches by collaborating across product, sales, and branding teams.
• Develop marketing plans that ensure cohesive messaging and customer journey alignment.
• Customer Advocacy
• Use customer feedback to continuously refine messaging and product strategies.
• Build content that supports all stages of the customer journey, from awareness to adoption.

Required Qualifications:

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• Proven ability to effectively market technical products in fast-paced, dynamic environments.
• Strong analytical skills, with the ability to derive actionable insights from data and trends.
• Exceptional communication and presentation skills, adaptable to both technical and non-technical audiences.
• A strategic thinker with a creative mindset and a strong bias for action.
• Extensive hands-on experience in managing product launches and go-to-market campaigns.

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Preferred Qualifications:

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• A Bachelor's or Master's degree in Computer Science is a plus.

• An exciting, collaborative work environment in a fast-growing startup.
• Competitive salary and benefits package.
• A culture that values innovation, accountability, and teamwork.
• Opportunities to contribute to our open source projects with thousands of Github stars.
• Work with a team of talented and well-accomplished peers from AWS, Microsoft, Google, and more.
• Work with best in class tools — M4 Macbook Pro, 34” Monitor, modern tech stack and high quality collaboration tools.
• No bureaucracy and legacy systems. You are empowered to innovate and do your best work.

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Protect AI is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.