Senior Director of Technical Services, Americas
Offer summary
Qualifications:
Bachelor's degree in Business, Technology, or Engineering; advanced degrees or certifications like MBA or CISSP are a plus., Over 10 years of experience in technology or cybersecurity, with at least 5 years in regional leadership roles., Hands-on experience managing customer service, success teams, or technical support, with strong escalation management skills., Deep understanding of cybersecurity concepts and ability to collaborate with technical stakeholders..Key responsibilities:
- Lead regional technical service teams across the Americas to ensure high-quality service delivery.
- Act as the regional executive contact for key customer escalations and strategic accounts.
- Translate global strategies into regional plans aligned with business priorities.
- Collaborate with various teams to improve the customer experience and drive continuous improvement.
Job description
Description
We’re growing and looking to hire a Senior Director of Technical Services for the Americas who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.
About the Role:
Claroty is seeking an experienced and driven Senior Director of Technical Services for the Americas to lead regional service operations, ensure outstanding customer experiences, and align with global initiatives. Reporting to the Global VP of Technical Services, this role plays a key part in delivering our mission of protecting cyberphysical systems by driving service excellence across North and South America.
The ideal candidate is a handson leader with a deep understanding of customer service in the cybersecurity or technology sector, proven regional leadership experience, and a passion for driving results through collaboration, innovation, and a customercentric approach.
About Claroty:
Claroty is on a mission to secure cyberphysical systems across industrial, healthcare, commercial and public sector environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers’ existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents.
Claroty is headquartered in New York City, with employees across the Americas, Europe, AsiaPacific, and Tel Aviv. The company is widely recognized as the industry leader in cyberphysical systems protection, with backing from the world’s largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.
Responsibilities- Lead Technical service teams across the Americas, ensuring consistent, highquality service delivery aligned with global standards and company objectives.
- Serve as the regional executive point of contact for key customer escalations, strategic accounts, and executivelevel engagements.
- Translate global strategy into actionable regional plans, ensuring alignment with broader business priorities.
- Collaborate closely with Sales, Product, Customer Success, Support, and other functions to enhance the overall customer journey.
- Identify regional trends, customer needs, and feedback to inform continuous improvement efforts.
- Foster a culture of inclusion, accountability, and excellence within the regional teams.
- Support talent development, performance management, and succession planning across the region.
- Effectively manage regional budgets, forecasts, and resource allocation.
Requirements
Industry Experience:
- 10+ years of experience in the technology or cybersecurity space, including 5+ years in regional leadership roles overseeing customerfacing functions.
- Strong familiarity with the customer lifecycle, postsales delivery, and service excellence best practices.
Leadership Experience:
- Demonstrated success leading multicountry or regional teams, preferably across North and South America.
- Proven ability to manage complex, crossfunctional initiatives and influence across a matrixed organization.
- Proven track record of building highperformance teams.
Customer Service Expertise:
- Handson experience managing customer service or success teams, technical support, or consulting functions.
- Strong escalation management skills and the ability to build trusted relationships with enterprise customers.
Technical Expertise:
- Solid understanding of cybersecurity and industrialOT security concepts.
- Ability to partner with technical stakeholders internally and externally.
- Operational technology experience will be highly valued but not essential.
Education:
- Bachelors degree in a relevant field (Business, Technology, Engineering).
- Advanced degree or industry certifications (e.g., MBA, CISSP, CISM) are a plus.
Desired Skills and Attributes:
- Strong leadership presence with excellent communication and interpersonal skills.
- Customerfirst mindset with a passion for solving problems and creating value.
- Comfortable working in a fastpaced, remotefirst environment.
- Resultsoriented with strong analytical and operational capabilities.
- Bilingual SpanishPortuguese a plus (due to LATAM coverage).
- Experience working in a global company with regional autonomy.
Why Claroty? Our Culture and Benefits:
- As a Great Place to Work® certified company, we take pride in the culture we’ve built together—one rooted in camaraderie, credibility, fairness, and respect.
- Claroty is a people first company. With strong bonds amongst the team, we believe in prioritizing personal care and support over work, confident that results follow from a harmonious environment. We celebrate professional and personal successes, committed to fostering a diverse and inclusive space.
- Stability, we demonstrate continued growth over the past few years, raised over 700M$ from top tier investors, we have top tier board members and our products are sold worldwide, over 1000 customers.
- We understand the importance of maintaining a healthy worklife balance, and encourage people to take the time they need to rest and prioritize their mental and physical health. We also provide a biannual “ClaroBreak”, a companywide long weekend shutdown so we can all rest, recharge and spend time with our loved ones.
- We care about your development. At Claroty, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration within the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
- We believe in transparency and openness. That’s why we regularly hold company allhands, town hall meetings, and “Coffee with the CEO” sessions. We also conduct round table sessions and employee satisfaction surveys, to keep a pulse on what matters most to our team members and make our culture the best it can be.
- While we have physical offices in New York, Tel Aviv, London and Singapore, we also embrace a hybrid working culture. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.
Claroty is an equalopportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.
You’re more than welcome to follow us on social media:
- Lead Technical service teams across the Americas, ensuring consistent, highquality service delivery aligned with global standards and company objectives.
- Serve as the regional executive point of contact for key customer escalations, strategic accounts, and executivelevel engagements.
- Translate global strategy into actionable regional plans, ensuring alignment with broader business priorities.
- Collaborate closely with Sales, Product, Customer Success, Support, and other functions to enhance the overall customer journey.
- Identify regional trends, customer needs, and feedback to inform continuous improvement efforts.
- Foster a culture of inclusion, accountability, and excellence within the regional teams.
- Support talent development, performance management, and succession planning across the region.
- Effectively manage regional budgets, forecasts, and resource allocation.
- 10+ years of experience in the technology or cybersecurity space, including 5+ years in regional leadership roles overseeing customerfacing functions.
- Strong familiarity with the customer lifecycle, postsales delivery, and service excellence best practices.
- Demonstrated success leading multicountry or regional teams, preferably across North and South America.
- Proven ability to manage complex, crossfunctional initiatives and influence across a matrixed organization.
- Proven track record of building highperformance teams.
- Handson experience managing customer service or success teams, technical support, or consulting functions.
- Strong escalation management skills and the ability to build trusted relationships with enterprise customers.
- Solid understanding of cybersecurity and industrialOT security concepts.
- Ability to partner with technical stakeholders internally and externally.
- Operational technology experience will be highly valued but not essential.
- Bachelors degree in a relevant field (Business, Technology, Engineering).
- Advanced degree or industry certifications (e.g., MBA, CISSP, CISM) are a plus.
- Strong leadership presence with excellent communication and interpersonal skills.
- Customerfirst mindset with a passion for solving problems and creating value.
- Comfortable working in a fastpaced, remotefirst environment.
- Resultsoriented with strong analytical and operational capabilities.
- Bilingual SpanishPortuguese a plus (due to LATAM coverage).
- Experience working in a global company with regional autonomy.
- As a Great Place to Work® certified company, we take pride in the culture we’ve built together—one rooted in camaraderie, credibility, fairness, and respect.
- Claroty is a people first company. With strong bonds amongst the team, we believe in prioritizing personal care and support over work, confident that results follow from a harmonious environment. We celebrate professional and personal successes, committed to fostering a diverse and inclusive space.
- Stability, we demonstrate continued growth over the past few years, raised over 700M$ from top tier investors, we have top tier board members and our products are sold worldwide, over 1000 customers.
- We understand the importance of maintaining a healthy worklife balance, and encourage people to take the time they need to rest and prioritize their mental and physical health. We also provide a biannual “ClaroBreak”, a companywide long weekend shutdown so we can all rest, recharge and spend time with our loved ones.
- We care about your development. At Claroty, we prioritize excellence and uphold high professional and ethical standards. We encourage career growth and exploration within the company, facilitated by biannual performance reviews, feedback sessions, and individual development planning, complemented by professional courses.
- We believe in transparency and openness. That’s why we regularly hold company allhands, town hall meetings, and “Coffee with the CEO” sessions. We also conduct round table sessions and employee satisfaction surveys, to keep a pulse on what matters most to our team members and make our culture the best it can be.
- While we have physical offices in New York, Tel Aviv, London and Singapore, we also embrace a hybrid working culture. This flexibility allows us to tap into a diverse talent pool and enables our team members to work in a way that suits their individual preferences and circumstances.
Claroty is an equalopportunity employer committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all selection phases.
You’re more than welcome to follow us on social media:
Why Claroty? Our Culture and Benefits:
Desired Skills and Attributes:
Education:
Technical Expertise:
Customer Service Expertise:
Leadership Experience:
Requirements
Industry Experience:
Required profile
Experience
Other Skills
- Customer Service
- Leadership
- Team Performance Management
- Communication
- Analytical Skills
- Social Skills
- Problem Solving
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