Director - Cloud Platform & Customer Support

Job Description

Congratulations, you have taken the first step towards bagging a career-defining role. Join the team of superheroes that safeguard data wherever it goes.

What should you know about us?

Seclore protects and controls digital assets to help enterprises prevent data theft and achieve compliance. Permissions and access to digital assets can be granularly assigned and revoked, or dynamically set at the enterprise level, including when shared with external parties. Asset discovery and automated policy enforcement allow enterprises to adapt to changing security threats and regulatory requirements in real-time and at scale.

Know more about us at

You would love our tribe:

If you are a risk-taker, innovator, and fearless problem solver who thrives on driving operational excellence and leading high-performing teams in a fast-paced environment, then this is the place for you

A sneak peek into the role:

We are looking for an experienced and visionary Director – Cloud Platform & Customer Support to lead our CloudOps and Customer Support functions. This role is responsible for ensuring 24x7 operational stability, security, and scalability of Seclore's cloud infrastructure and support operations. You will combine hands-on technical leadership with strategic direction to deliver world-class service, optimize costs, drive automation, and enhance customer satisfaction. You will also mentor and develop a talented team, fostering a culture of continuous improvement, collaboration, and operational excellence.

Here's what you will get to explore:

Operational Leadership & Service Delivery

• Provide leadership to the Cloud Platform and Product Support Operations teams to manage 24/7 service delivery operations.
• Plan, execute, and continuously improve operational projects to enhance service quality and efficiency.
• Ensure all business-as-usual activities are executed seamlessly, maintaining high platform availability and stability.
• Lead staffing, scheduling, and planning to ensure 24x7x365 on-call coverage for cloud operations.

Cloud Infrastructure & Automation

• Own and evolve cloud infrastructure, including provisioning, configuration management, cost optimization, security, and scaling.
• Promote an automation-first culture by leveraging scripting, IaC, and DevOps tools to reduce manual effort and operational toil.
• Develop and implement systems and processes to strengthen the cloud support function, including workflow and incident management.

Customer Support & Engagement

• Lead customer engagement from a support perspective to ensure smooth and reliable product usage.
• Act as the escalation point for critical customer issues and manage relationships with key clients.
• Facilitate resolution of production and POC environment issues by collaborating with Engineering and Support teams.
• Gather and channel "Product Intelligence" and "Customer Intelligence" to Product Management and Customer Success teams for ongoing improvement.

People Management & Development

• Lead, mentor, and grow a team of 30+ engineers and managers, fostering technical excellence and accountability.
• Identify and organize training programs to enhance product knowledge, technical skills, and customer engagement capabilities.
• Delegate effectively while monitoring performance, guiding career development, and building a collaborative team environment.

Process Excellence & Metrics

• Define, track, and continuously improve operational metrics for cloud stability and technical support efficiency.
• Identify and prioritize issues and enhancements for product improvement.
• Drive continuous improvement initiatives to enhance support processes, reduce incidents, and improve response/resolution times.

We can see the next Entrepreneur At Seclore if you have:

• A technical degree (Engineering, MCA) from a reputed institute; an MBA is a plus.
• 15–20 years of experience, including at least 10 years in service delivery or operations management.
• Proven experience leading a team of 30+ professionals in CloudOps or Technical Support.
• Strong background in managing international application support operations.
• Experience working in software product or SaaS-based environments with a customer-centric approach.
• Solid understanding of Cloud infrastructure/services, delivery models, networking, and storage concepts.
• Good knowledge of processes and metrics related to customer support and cloud operations.
• Hands-on experience with Cloud Security compliance, audits, and governance will be an advantage.
• Excellent communication, leadership, and stakeholder management skills.
• A continuous improvement mindset, constantly seeking ways to enhance operational efficiency and service delivery.

Why do we call Seclorites Entrepreneurs not Employees?

• We value and support those who take initiative and calculated risks.
• We have the attitude of problem solvers and the aptitude to be tech-agnostic. You get to work with the smartest minds in the business.
• We are thriving, not surviving. At Seclore, it's not just about work but about creating exceptional employee experiences. Our open and supportive culture empowers our team to excel.

Excited to be the next Entrepreneur? Apply today

Don't have every single point in your resume right now? Don't worry—we'll help you build it.

Let's build the future of data security at Seclore together.