Support Operations Manager (Cybersecurity)

TL;DR

Support Operations Manager (Cybersecurity): Designing and scaling the operational framework for a Global Technical Support organization with an accent on AI-assisted workflows, automation, and data-driven governance. Focus on optimizing ticket routing, capacity planning, and building scalable processes to improve customer outcomes in a high-growth B2B SaaS environment.

Location: Tel Aviv

Company

Cyera is a high-growth cybersecurity company specializing in data security for the enterprise B2B SaaS and cloud market.

What you will do

• Own the Support automation roadmap and implement triage, routing, and deflection strategies to improve efficiency.
• Translate operational pain points into AI-assisted workflows to improve speed, consistency, and data quality.
• Design and optimize the ticket routing model and taxonomy to enable meaningful trend analysis and product feedback.
• Manage backlog governance to ensure clear ownership and implement proactive reduction mechanisms.
• Develop operational reporting and dashboards to provide visibility into team performance and automation impact.
• Maintain a data-driven capacity model to forecast hiring needs based on volume, complexity, and growth.

Requirements

• 5+ years of experience in Technical Support/Customer Experience Operations or Business Operations.
• Experience operating in a B2B SaaS, cloud, or cybersecurity environment.
• Strong understanding of support workflows, including triage, SLA management, and escalation processes.
• Proficiency with platforms such as Zendesk, Jira, SFDC, Intercom, or ServiceNow.
• Hands-on experience with automation platforms (e.g., Torq, Make, Zapier) and generative AI tools (e.g., ChatGPT, Claude).
• Must be based in Tel Aviv.

Nice to have

• Experience with BI tools such as Looker, Tableau, Sigma, or Power BI.
• Familiarity with SQL, data modeling, or advanced operational modeling.
• Experience supporting a global follow-the-sun Technical Support organization.
• Background in data security or cloud infrastructure.
• Experience in a high-growth startup or scale-up environment.

Culture & Benefits

• Work in a fast-moving, high-growth environment.
• Opportunity to build the "operating system" of a scaling global support organization.
• Collaborative environment partnering with R&D, Product Management, and the Office of the CTO.
• Focus on an AI-first approach to operational efficiency.