Director of IT and Customer Solutions

Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $28M in funding and rallying a dedicated team of 45 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one Secure & Insure platform in early 2023, and continue to grow and expand our team, our partnerships and our revenue.

We are seeking a versatile individual to join our team as a Director of IT and Customer Solutions. This role involves managing our internal IT infrastructure, deeply integrating with product development, and providing advanced customer support. Your IT expertise will be crucial in enhancing our product and improving customer satisfaction.

Key Responsibilities:

• Lead and manage the company's IT infrastructure, including hardware, software, network and cloud environment, ensuring smooth and efficient operations.
• Develop and implement effective strategies, policies, and procedures to deliver high-quality technical support services.
• Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
• Assist customers with platform navigation, troubleshooting, and feature usage, offering tier 2/3 technical support and leveraging your deep understanding of IT to resolve complex issues.
• Provide product feedback and testing by acting as a user advocate, collaborating with our product and engineering teams to refine and enhance our offerings.
• Optionally, act as a thought leader and provide insights and influencing product development based on your understanding of IT and customer needs.
  
  

• Over 4 years of experience managing IT infrastructure, internally or as a managed service provider (MSP) and providing advanced technical support.
• Excellent written and verbal communication skills in English.
• Strong problem-solving skills and a customer-first attitude, with the ability to empathize with IT professionals.
• Familiarity with common IT tools and platforms, including operating systems, networking, device management, security products, and compliance frameworks.