We Are Seeking:

• An established Manager, in a support, or customer driven technical services function, from a SaaS or cybersecurity product company
• Experience operating within or running a 24/7 on-call rotation
• A strong emphasis on fielding and resolving critical, high velocity customer incidents, adhering to SLA’s, and/or driving managed detection and response (MDR) within a cybersecurity environment
• An understanding of technical aspects related to cybersecurity or software applications, as well as the ability to contribute to technical solutioning

What You’ll Do:

• Lead, manage, and mentor a team of cybersecurity analysts, managing 24/7 support for our products.
• Maintain operations daily routine tracking team performance against SLAs and KPIs
• Supervising  complex issues resolution and serving as an escalation point for critical issues and incidents externally, in front of customers, as well as internally.
• Collaborate with customers to understand their needs giving visibility to R&D and other teams on customer feedback.
• Provide regular updates to internal and external stakeholders including the senior leadership team on progress, updates, challenges.
• Contribute into internal processes and tools to improve efficiency taking ownership over the projects and initiatives.
• Improve our products’ self-serviceability by creating and updating our internal knowledge base and external documentation.
• Work closely with internal teams across customer success, product, and R&D to ensure smooth operations and customer satisfaction.
• Continuously seek potential improvements based on lessons learned and integrate them into the regular culture.

Who you are:

• A proactive, customer-centric leader with a passion for cybersecurity and innovations in tech.
• You have a proven track record of managing, motivating, and growing technical support teams in fast-paced, dynamic environments with at least 3 years being in a leadership role.
• With a focus on customer satisfaction, you thrive on solving complex problems, leading by example, and fostering a culture of ownership and accountability within your team.
• You are detail-oriented, skilled at building trust, and love to dive deep into technical challenges while maintaining a high level of communication and organization.
• Analytical-mindset, with experience in solving complex problems by analyzing large data sets using BigQuery, Kibana, Looker, etc.
• Fast learner, with a good understanding of how the Internet works, including strong expertise in web applications and WAFs is a plus, as well as knowledge of network protocols (TCP/IP, HTTP) and Javascript.

Key Attributes:

• Customer-First Attitude: You treat every customer with care and attention, ensuring that their needs are met at every step.
• Passionate & Curious: You’re always eager to innovate and find better ways to serve customers and improve processes.
• People-Oriented: You care deeply about your team and the work you do, striving to create a cohesive, collaborative environment where team members trust and support each other.
• Technically Proficient: You have a strong technical background and are comfortable troubleshooting complex issues, understanding the tech landscape, and learning new systems.