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.

Requirements:

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.