Job description

Description Working Recruitment: Monday-Friday 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 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