Technical Support Manager

Role Overview:

Lead and manage the technical support Team for cybersecurity products, ensuring high-quality service delivery, customer satisfaction, and operational excellence. Oversee a team of support engineers, drive process improvements, and act as a key escalation point for complex technical issues, while collaborating closely with product, engineering, and customer success teams

About Job

• Team Leadership & Management

  • Lead, mentor, and develop a team of technical support engineers, including hiring, training, and performance management.
  • Foster a customer-centric and collaborative team culture.
  • Plan staffing and scheduling to ensure adequate support coverage.

• Customer Support Operations

  • Oversee day-to-day technical support operations for cybersecurity product lines (

    DLP

    , Drive Encryption, Database Security ).
  • Ensure prompt and effective resolution of customer inquiries, incidents, and escalations, maintaining high levels of customer satisfaction.
  • Act as a point of escalation for complex or high-impact customer issues, providing hands-on technical guidance.

• Process Improvement & Performance

  • Develop, implement, and refine support processes, policies, and best practices to drive efficiency and service quality.
  • Monitor and analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying areas for improvement.
  • Build and maintain a knowledge base for common issues and solutions.

• Cross-Functional Collaboration

  • Work closely with product management, engineering, and QA to relay customer feedback, influence product improvements, and resolve recurring technical issues.
  • Participate in product launches, customer onboarding, and training initiatives.

• Cybersecurity & Incident Response

  • Ensure support team is trained on cybersecurity best practices and product security features.
  • Lead or participate in incident response activities, including detection, containment, and communication during security events.

About you

• Bachelors degree in Computer Science, Information Technology, Cybersecurity, or related field.
• 5+ years of technical support experience, with at least 3 years in a leadership or management role.
• Strong knowledge of cybersecurity concepts, products, and industry standards (experience with cloud security, SSO, authentication, and REST APIs is highly desirable).
• Proven ability to manage and develop high-performing technical teams.
• Excellent troubleshooting, communication, and customer service skills.
• Experience with support tools like Salesforce ,Jira and process automation.
• Experience in a cybersecurity product company or supporting SaaS security solutions.
• Relevant certifications (e.g., CISSP, CompTIA Security+, ITIL).
• Experience in incident response and crisis management.
• Strong analytical and process-oriented mindset.
• Technical leadership and mentoring
• Customer-focused problem solving
• Process improvement and KPI management
• Cross-functional collaboration
• Strong written and verbal communication.