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Director Customer Support Jobs in Washington (NOW HIRING)

Empower AI

Customer Support Lead

Quantico, VA · On-site

Customer Support Lead Job ID 2026-8915 Job Locations US-VA-Quantico Category Program / Project ... with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI ...

Empower ai

Customer Support Lead

Quantico, VA · On-site

Customer Support Lead Job ID 2026-8915 Job Locations US-VA-Quantico Category Program / Project ... with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI ...

Empower AI Inc.

Customer Support Lead

Quantico, VA · On-site

... with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI ... Responsibilities As a Customer Support Lead, you will manage multi-tier service desk operations for ...

Empower AI Inc.

Customer Support Lead

Quantico, VA · On-site

... with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI ... Responsibilities As a Customer Support Lead, you will manage multi-tier service desk operations for ...

Empower AI Inc.

Customer Support Lead

Quantico, VA

... with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI ... Responsibilities As a Customer Support Lead, you will manage multi-tier service desk operations for ...

Empower AI Inc.

Customer Support Lead

Quantico, VA · On-site

... with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI ... Responsibilities As a Customer Support Lead, you will manage multi-tier service desk operations for ...

3E

Director, Customer Implementations

Bethesda, MD · Remote

$150K - $165K/yr

Partner with enterprise customers and global experts to advance environmental safety and solve ... This position supports remote work in EST, and candidates should be based near one of our U.S. East ...

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All JobsCustomer Support JobsDirector Customer Support JobsDirector Customer Support Jobs in Washington

Director Customer Support information

See Washington salary details

$44.2K

$139.7K

$222.6K

How much do director customer support jobs pay per year?

As of Aug 25, 2026, the average yearly pay for director customer support in Washington is $139,692.00, according to ZipRecruiter salary data. Most workers in this role earn between $107,600.00 and $167,100.00 per year, depending on experience, location, and employer.

What does a director of customer support do?

A Director of Customer Support oversees the customer support department, ensuring that customer inquiries and issues are handled efficiently and effectively. They develop and implement support strategies, manage support teams, and set service standards to enhance customer satisfaction. This role often involves analyzing support metrics, collaborating with other departments, and driving initiatives to improve the customer experience. Additionally, the Director is responsible for hiring, training, and mentoring support staff to meet organizational goals.

What are some typical challenges a director of customer support faces when leading a large support team?

As a Director of Customer Support, you’ll frequently encounter challenges such as maintaining high team morale during periods of increased customer demand, balancing strategic initiatives with day-to-day operational issues, and ensuring consistent service quality across multiple channels and locations. Effective communication and strong leadership skills are essential for navigating these challenges, as is the ability to analyze support metrics to drive process improvements. Collaborating closely with product, engineering, and sales teams is also key to addressing customer pain points and influencing company-wide customer experience strategies.

What are the key skills and qualifications needed to thrive as a director of customer support, and why are they important?

To thrive as a Director of Customer Support, you need extensive experience in customer service management, strong problem-solving abilities, and a background in business or a related field. Familiarity with CRM platforms like Salesforce or Zendesk, data analytics tools, and customer service certifications (such as HDI or ITIL) are highly valuable. Outstanding leadership, communication, and conflict-resolution skills set top performers apart in this role. These skills are essential for driving customer satisfaction, optimizing team performance, and aligning support operations with business objectives.

What is the difference between Director Customer Support vs Customer Service Manager?

AspectDirector Customer SupportCustomer Service Manager
ResponsibilitiesOversees entire customer support strategy, manages multiple teams, develops policiesManages daily customer service operations, supervises support staff, handles escalations
Required CredentialsBachelor's degree, experience in customer support leadership, strong communication skillsBachelor's degree, experience in customer service, team management skills
Work EnvironmentStrategic planning, cross-department collaboration, high-level decision makingFrontline support, team supervision, direct customer interaction

The main difference is that the Director Customer Support focuses on strategic leadership and policy development across the support organization, while the Customer Service Manager handles daily operations and team management. The director role involves broader oversight and higher-level planning, whereas the manager role is more hands-on with customer interactions and team supervision.

What are the most commonly searched types of Customer Support jobs in Washington?

The most popular types of Customer Support jobs in Washington are:

What are popular job titles related to Director Customer Support jobs in Washington?

For Director Customer Support jobs in Washington, the most frequently searched job titles are:

What job categories do people searching Director Customer Support jobs in Washington look for?

The top searched job categories for Director Customer Support jobs in Washington are:

What cities in Washington are hiring for Director Customer Support jobs?

Cities in Washington with the most Director Customer Support job openings:

Director Customer Support jobs near you
Infographic showing various Director Customer Support job openings in Washington as of August 2026, with employment types broken down into 1% As Needed, 71% Full Time, 18% Part Time, 2% Temporary, and 8% Contract. Highlights an 86% Physical, 2% Hybrid, and 12% Remote job distribution, with an average salary of $139,692 per year, or $67.2 per hour.

Director of Customer Support Engineering

Analyst1

Reston, VA • On-site

$140K/yr

Full-time

Re-posted 5 days ago

Job description

Analyst1 is an industry-leading cybersecurity solution provider that specializes in advanced threat intelligence. Automated data ingestion and investigations transform security operations through superior threat analysis that also analyzes the effectiveness of countermeasures in a single platform.

About the role

As a Director of Customer Support Engineering, you will lead the team responsible for ensuring Analyst1 is operational in every aspect of its technical requirements for our Enterprise and Federal customers — from initial deployment and platform tuning through disaster recovery and integration with other security tools. This role owns the strategy, staffing, and performance of the Support function, while remaining technically credible enough to step into the most complex escalations personally when needed. This is a hands-on role with leadership responsibilities.

You will spend your days working closely with dedicated Customer Success colleagues to build, improve, and support our customers' use of Analyst1 to defend their networks. You'll also partner directly with Product and Engineering leadership translating customer-facing operational realities into product feedback & roadmap input, serve as a stakeholder providing guidance during development, and preview new functionality before it is rolled out to customers.

This role acts as the backstop to our Customer Success account team. The Customer Support Engineering team is made up of engineering experts from the Physical layer to the Application layer, builders and maintainers of tools, troubleshooting pros, and the link between customers and developers. As Director, you maintain and elevate the standard for that function and nurture the team that delivers it.

What you'll do
  • Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements.
  • Set and report on team performance metrics (response time, resolution time, customer satisfaction, escalation volume) to company leadership.
  • Personally engage on the most complex or highest-stakes technical escalations — installation, configuration, integration, and troubleshooting of a highly configurable cyber threat intelligence platform.
  • Troubleshoot operational issues with the tool and with integrated tools and/or feeds.
  • Build and maintain internal processes and tools used by sales engineers and Customer Support Engineers.
  • Own the quality and completeness of support documentation, including integration guides, and ensure the team maintains them.
  • Establish standards and oversee delivery of on-prem and cloud installation, configuration, and updates of Analyst1.
  • Serve as the primary conduit for structured product feedback from Support Engineering to the Product team, informed by patterns across the customer base.
  • Set direction for configuring Analyst1 and peer cybersecurity tools to meet customer objectives (including ITSM, SIEM, and SOAR/Playbook integrations).
  • Provide product feedback to the Product team based on customer experiences.
  • Build, lead, and grow the Customer Support Engineering team, including hiring, coaching, performance management, and career development.
  • Own support operations end-to-end: ticket routing, escalation paths, SLAs, and on-call/24-7 coverage for break/fix requirements.
What you'll bring
  • 7+ years of experience in cyber intelligence, cyber automation, or cyber defense roles and industry, with prior experience leading or managing a technical team.
  • 7+ years of Linux/Unix usage (we use Centos, Red Hat, and Rocky)
  • 2+ years of relational database usage (we use PostgreSQL)
  • Strong network troubleshooting, system troubleshooting, and application troubleshooting experience, including complex log parsing
  • Strong written and verbal communication with peer engineers, end users, and customer project managers
  • Knowledge of enterprise level businesses and inner IT workings.
  • Experience with SIEM, SOAR, ITSM/Ticketing, Vulnerability Scanner, IDS/IPS, Firewall, EDR, data lakes/log aggregators, threat research/intelligence tools & platforms.
  • Provide team coverage for break/fix requirements when needed.
  • BA/BS or equivalent combination of education and experience

Bonus if you have

  • Scripting or programming experience (our languages are Bash, Java, and Python)
  • AWS Commercial and/or GovCloud experience (S3, EC2, Cognito, Route 53, IAM)
  • Ability to support the development of third-party integrations.
  • Past performance in SOC, CTI, Incident Response, or other related cyber security teams
  • Past performance in engineering API based integration solutions between commercial products
  • Background as government civilian or contractor
  • Current or past DHS suitability or DoD clearance

The US base salary for this full-time position starts at $140k

Analyst1 salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, location and relevant education or training.

This position does not provide sponsorship

Why Analyst1 is a great place to work?
  • We Do the Right Thing: We show up putting our Integrity Above All Else, having Accountability and having Courage in Our Decision Making.
  • We are Results-Focused: We show up day-to-day being Results Driven, having Bias for Action, while maintaining the highest Excellence in Execution.
  • We are Collaborative: We have a Team-first – No Islands, Open Communication, Partnership Driven mentality.
  • We are Compassionate: We employ Empathy in Action, are Supportive Across the Organization and maintain an Inclusive Culture.
  • We are Growth Minded: We encourage Continuous Learning, Embracing Innovation, and a priority to Invest in People.
Perks
  • Competitive salary + Bonus / Commission
  • Remote-First Culture
  • Flexible Time Off Policy
  • 401(k), Life Insurance, Pet Insurance, Pre-paid Legal Aid Options
  • Full benefits package, including fully funded medical, dental, and vision coverage
  • Week off from Christmas through New Year's Day

Analyst1 is an equal opportunity employer, and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.