Director, Resident Engineering in Canada Creek, Nova Scotia at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Resident Engineering in Canada.

This senior leadership role sits at the intersection of customer success, technical operations, and enterprise security services. You will lead a high-performing team of resident engineers responsible for supporting strategic customers through post-implementation excellence, adoption, and ongoing platform optimization. The role focuses on ensuring customers fully realize the business value of complex cybersecurity and SaaS solutions in production environments. You will act as a trusted advisor to executive stakeholders while also guiding internal teams through escalations and technical challenges. This is a highly cross-functional position involving close collaboration with product, engineering, sales, and customer experience teams. Success in this role is measured by customer satisfaction, retention, adoption, and expansion of platform usage. It is ideal for a leader who thrives in fast-paced, high-accountability environments and enjoys blending technical depth with customer-facing strategy.

• Lead and develop a team of resident engineers responsible for managing and optimizing post-implementation environments for enterprise customers, ensuring consistent service excellence and technical alignment with customer needs.
• Serve as the primary escalation and resolution leader for complex customer issues, driving rapid triage, coordination, and resolution across internal technical and operational teams.
• Build and maintain trusted advisor relationships with executive stakeholders, ensuring strong product adoption, value realization, and alignment with customer business objectives.
• Collaborate with cross-functional teams including product, engineering, and customer success to align customer strategies, adoption plans, and roadmap priorities.
• Oversee adoption of best practices, playbooks, and operational standards across the resident engineering function, ensuring consistency and scalability.
• Monitor key performance indicators and customer health metrics, proactively identifying renewal risks and driving mitigation strategies.
• Act as the voice of the customer by capturing feedback and influencing product improvements and service enhancements.

• 7+ years of experience in customer success, technical services, consulting, or implementation roles within SaaS or cybersecurity environments.
• 4+ years of leadership experience managing technical or customer-facing engineering teams supporting enterprise or top-tier customers.
• Strong expertise in enterprise IT environments including IAM, cloud architecture, security systems, and hybrid or on-prem infrastructures.
• Proven ability to manage escalations, drive incident resolution, and operate in high-pressure, customer-critical situations.
• Experience working with SaaS ecosystems and enterprise platforms such as identity, collaboration, and IT service tools.
• Strong communication skills with the ability to translate complex technical issues into clear executive-level insights and recommendations.
• Hands-on technical foundation with exposure to system integration, APIs, and application support environments.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

• Competitive compensation package with a salary range typically between $175,000 and $210,000 USD depending on experience
• Comprehensive health coverage including medical, dental, vision, and mental health support
• Flexible remote work environment across North America
• Generous paid time off, holidays, and flexible vacation policy supporting work-life balance
• Equity or performance-based incentive opportunities depending on role structure
• Professional development support and opportunities for continuous learning
• Exposure to enterprise-scale cybersecurity environments and strategic global customers