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