ABOUT THE ROLE

Second Front Systems (2F) is seeking an experienced and mission-driven Director of Customer Support to lead and scale our customer support function in support of U.S. national security missions. As a key leader within the Customer organization, this role will set the strategy, standards, and operating model for how we deliver fast, reliable, and empathetic support to customers operating in high-stakes environments.

At 2F, customer support is a critical extension of our mission. You will be responsible for building a high-performing support organization that partners closely with Product, Engineering, Sales, and Mission Success to ensure our customers can deploy and operate the Game Warden platform with confidence. This is an opportunity to shape a function from both a strategic and operational perspective while directly contributing to the success of government and defense customers.

Note: This role requires U.S. citizenship due to government contract requirements. Additionally, candidates must reside in one of our approved hiring hubs:

• DC/Maryland/Virginia

• Raleigh/Durham/Chapel Hill, NC

• Denver/Colorado Springs, CO

• Dallas/Fort Worth, TX

What You’ll Do

The Director of Customer Support will define and execute the strategy for customer support at 2F. Specific responsibilities include:

• Develop and own the customer support strategy aligned with company goals, customer satisfaction, retention, and long-term engagement.

• Build, mentor, and lead a team of customer support engineers, fostering a customer-first culture centered on empathy, accountability, and execution.

• Establish and enforce high standards for clear, consistent, and professional customer communication.

• Manage complex customer issues and escalations, partnering with Product and Engineering to resolve root causes and prevent recurrence.

• Design, implement, and continuously improve support workflows to reduce response times and improve customer experience.

• Define, track, and report on key performance indicators including response times, resolution rates, backlog health, and customer satisfaction.

• Own workforce planning and resourcing to ensure adequate coverage, skill development, and on-call readiness as the customer base scales.

• Evaluate, implement, and optimize customer support tools and systems to improve operational efficiency and visibility.

• Partner cross-functionally with Product, Sales, Engineering, and Mission Success to proactively surface customer feedback and drive product and process improvements.

• Analyze customer trends and recurring issues to advocate for platform enhancements and operational improvements.

• Oversee technical support contributions during customer onboarding and deployments, ensuring timely, high-quality execution.

• Coordinate support resources across multiple concurrent customer projects, balancing priorities and service commitments.

Skills You’ll Bring to Our Team

• 8+ years of experience in customer support, customer success, or a related function, with 5+ years in a people-leadership role.

• Demonstrated ability to build and scale high-performing support teams in a technology or SaaS environment.

• Strong customer empathy paired with sound judgment and the ability to resolve complex issues efficiently.

• Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences.

• Data-driven mindset with experience using metrics and analytics to improve support operations.

• Proven ability to operate effectively in fast-paced, ambiguous environments.

• Experience supporting on-call or incident response rotations.

• Familiarity with support and engineering tools such as Jira, Git-based workflows, and reporting platforms.

Preferred Qualifications

• Experience supporting defense, government, or national security customers.

• Familiarity with compliance and security requirements in SaaS or cloud-based environments.

• Exposure to DevSecOps principles and technologies.

• Strong interest in matters of national security and public-sector missions.

The expected base salary range for this role is $164,000 – $191,000. Final compensation will be based on factors such as experience, skills, level, and geographic location. This role may also be eligible for discretionary bonuses and equity grants as part of the total compensation package.

Success at 2F Looks Like:

• Viewing obstacles as opportunities for growth

• Having a bias toward action and tangible, measurable results

• Striving to be both compassionate and direct with your feedback

• Being team-oriented and inclusive with your actions

Perks & Benefits

This role is full time. As a public benefit corporation, we’re a team of purpose-driven trailblazers transforming the future of U.S. national security. We hire the best to do their best and, as such, we are committed to providing the perks and benefits you need to be successful—both in- and outside the workplace.

We offer you:

• Competitive Salary

• 100% Healthcare, vision and dental coverage

• 401(k) + 3% company contribution

• Equity incentive plan

• Tech + office supplies stipend

• Annual professional development stipend

• Flexible paid time off + federal holidays off

• Parental leave

• Work from anywhere

• Referral Bonus

Visit our careers page to learn more.

Who We Are

Second Front Systems (2F) is a public-benefit software company powering software for the free world. We eliminate the friction that slows innovation, enabling faster, more secure development and deployment of software across government and regulated networks. Built by national security veterans and backed by top-tier venture capital, our platform is trusted by the world’s leading organizations to cut deployment timelines from years to weeks. We move fast, solve hard problems, and deliver trusted capabilities where they’re needed most. Our work strengthens global security and gives the United States and its allies a lasting competitive advantage. Learn more at secondfront.com.

ONE LAST THING…

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Are you ready to join our team?

To apply, click the “Apply for This Job” button at the top or bottom of this page and complete the application form.

This position will remain open until filled, and applications will be reviewed on a rolling basis.

STATE NOTICES

Colorado:

In accordance with Colorado law, applicants may redact their date of birth, dates of attendance, and dates of graduation from any uploaded documents.

Maryland:

UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAPH EXAMINATION OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.