Director of IT

About Customer.io

Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

Customer.io is seeking a hands-on and strategic Director of IT to lead and scale our internal technology operations. Reporting to the VP of Operations, this role is responsible for overseeing IT infrastructure, managing internal systems, and ensuring a secure, reliable, and efficient tech environment for our globally distributed team. The ideal candidate will not only lead but also be comfortable rolling up their sleeves to work directly alongside their team—a capable IT Manager and IT Support Specialist—solving problems and optimizing performance.

You will quickly network across the organization, identify opportunities for improvement, and implement scalable solutions that support our growth. This is a high-impact leadership role, ideal for someone who thrives in a collaborative and evolving remote-first environment.

Some things you'll do:

• Own and evolve our internal IT strategy, including systems management, access control, cybersecurity, and hardware procurement.
• Mentor and support your two direct reports (IT Manager and IT Support Specialist) while actively contributing to daily IT operations when needed.
• Lead cross-functional efforts to improve system performance, security, and employee experience across SaaS tools, devices, and cloud infrastructure.
• Partner with engineering, people operations, legal, and finance to maintain compliance and smooth operations across the organization.
• Identify and implement scalable technology solutions to support our global team as we continue to grow.

What we're looking for:

• 10+ years of progressive experience in IT roles, including at least 5 years managing a team.
• Proven ability to both lead strategically and execute tactically; comfortable jumping into the weeds when necessary.
• Experience working in fast-paced, high-growth environments, ideally in SaaS or tech-forward companies.
• Strong knowledge of cloud-based systems (e.g., IDP, MDM, EDR, VPN, DLP), security protocols, asset management, and help desk operations.
• Familiarity with compliance frameworks (e.g., SOC 2, ISO 27001) required.
• Excellent interpersonal skills—you’re a proactive communicator who thrives in a remote, asynchronous setting.

Compensation & Benefits

We believe in transparency. The salary for this role is $170,000 - $185,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

• 30-minute Zoom call with Recruiter
• 45-minute Zoom call with Hiring Manager
• Four 30-minute Zoom calls with Cross-Functional Partners
• 45-minute Homework Review Call with Team

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Key skills/competency

• IT Strategy
• Systems Management
• Cybersecurity
• Team Leadership
• Cloud Infrastructure
• Compliance Management
• SaaS Operations
• Asset Management
• Help Desk
• Stakeholder Collaboration