Global Technical Support Manager (Cybersecurity)

TL;DR

Global Technical Support Manager (Cybersecurity): Lead troubleshooting of complex technical issues in a cloud security platform with an accent on cloud technologies, containerization, Kubernetes, and analysis tools. Focus on mentoring team members, resolving customer problems via Slack/email, escalating to R&D, and improving support processes.

Company

Next-generation Cloud Security Platform leveraging runtime context, eBPF sensors for risk prioritization, posture insights, threat protection, and API security.

What you will do

• Lead and mentor team on complex cases, prioritize workloads, and drive support process improvements.
• Provide timely support via Slack, chat, or email to diagnose and resolve customer issues.
• Escalate critical technical problems to R&D or Product when necessary.
• Build customer relationships, educate on product features, and maintain professional communication.
• Create/update support documentation and log all interactions in the support system.
• Continuously enhance skills through training to deliver top-tier technical support.

Requirements

• At least 5 years in Technical Support, Technical Account Manager, or Escalation Engineer (excluding internal IT), with 2+ years in leadership
• Fluency in English (written and spoken)
• Experience in MySQL
• Bachelor's degree in Engineering, Cyber Security, or equivalent
• Experience with Cloud technologies, Docker, networking, Linux, and Kubernetes
• Experience with OpenSearch, Grafana, and troubleshooting analysis tools
• Experience in cybersecurity, emphasizing cloud environments
• Ability to adapt, learn quickly, and work independently or in a team