Cyber Start Up - Technical Support Manager

Description

We’re a cybersecurity startup building next-generation technology for global customers. We’re looking for a hands-on, high-impact Customer Operations / Technical Support Manager professional to help scale and elevate our support and customer-facing operations.

This role sits at the intersection of Technical Support, Customer Experience, and Operational Excellence. You’ll act as a senior technical authority (Tier 3/4 mindset), while also helping build the infrastructure, processes, and metrics behind a world-class support organization. As a foundational member of our global operations, you’ll work Monday–Friday to bridge the gap between our customers, R&D, and Product.This position follows a hybrid work model, with a combination of on-site office presence and remote work.

What You’ll Do



* Serve as the highest technical escalation point within support, driving issues to full resolution.

* Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise.

* Help design and optimize our support platform, workflows, playbooks, and documentation standards.

* Track and analyze KPIs, SLAs, and customer health metrics and data to drive operational improvements.

* Identify trends from customer interactions and translate them into actionable insights.

* Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer.

* Support onboarding and ongoing customer usage to ensure value realization.

* Collaborate across global time zones (Monday–Friday role).

Requirements

What We’re Looking For



* 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS/high-tech environment.

* Experience operating at a Tier 3/4 support level, handling complex, system-level troubleshooting and escalations.

* Strong troubleshooting skills

* Experience improving support processes and working cross-functionally with Product and R&D.

* Analytical mindset, comfortable working with metrics, dashboards, and performance tracking.

* Excellent customer-facing written and spoken communication skills in English.

* Proactive, organized, and comfortable in fast-paced environments.

Advantage: Cybersecurity background