Technical Support Lead

### **About Cyble:** Cyble is revolutionizing the landscape of cybersecurity intelligence. Founded in 2019, Cyble began as a visionary college project and has quickly transformed into a leading force in proactive cyber threat detection and mitigation, that is now globally significant, with people in 20 countries - Headquartered in Alpharetta, Georgia, and with offices in Australia, Malaysia, Singapore, Dubai, Saudi Arabia and India Our mission is clear: to provide visibility, intelligence and cybersecurity protection using cutting-edge advanced technology, giving enterprises a powerful advantage. We democratize real-time intelligence about cyber threats and vulnerabilities, enabling organizations to take proactive measures and maintain robust cybersecurity. We strive to make the digital world a safer place for everyone. At Cyble, artificial intelligence (AI) and innovation are central to all operations, with a commitment to continuous improvement and excellence in both products and business practices. Cyble values inclusivity, offering team members autonomy and flexibility to balance their professional and personal lives. Cyble fosters a culture where employees voices are heard, contributions are recognized, and everyone is encouraged to be part of something extraordinary. To learn more about Cyble, visit [**www.cyble.com**](http://www.cyble.com). ### **About the Role:** We are seeking an experienced **Technical Support Lead – Cybersecurity Products** to join our team, to own and scale technical product support for our cybersecurity products and enterprise customers globally. This role will own the support operation end-to-end — including team management, global support coverage, shift and on-call planning, support SLAs, escalations, customer communication, and continuous improvement of support processes. The ideal candidate has 8+ years of experience in technical/product support for cybersecurity products, with experience leading support teams and operating in an environment with defined customer SLAs. ### **What you’ll Do at Cyble:** **Product & Customer Support** * Lead day-to-day technical support for Cyble's cybersecurity products and enterprise customers. * Own the support lifecycle from ticket intake and triage through resolution and customer communication. * Establish and enforce appropriate priority/severity classification and escalation processes. * Act as the senior technical escalation point for complex or high-impact customer issues. * Ensure timely, accurate, and professional communication with customers throughout the resolution lifecycle. * Work with customers to understand product issues, reproduce problems, gather relevant technical information, and drive issues to closure. **SLA & Support Operations** * Own and track support SLAs, response times, resolution times, backlog, escalations, and SLA breaches. * Define and improve support processes, workflows, escalation matrices, and operating procedures. * Establish mechanisms for effective ticket prioritization and resource allocation based on severity and customer impact. * Own global support coverage, including shift planning, staffing, and shift rosters across geographies and time zones. * Manage on-call rotations and after-hours support for critical customer issues. * Ensure appropriate coverage for P1/P2 incidents, weekends, holidays, and other periods of elevated support demand. * Establish effective handoff processes across shifts and geographies, ensuring continuity of ownership for open and high-priority issues. * Monitor support performance and provide regular reporting on key support metrics. * Identify bottlenecks and recurring causes of SLA breaches and drive corrective actions. * Build and maintain a structured knowledge base, troubleshooting guides, FAQs, and support documentation. **Technical Escalation & Problem Management** * Lead investigation of complex issues involving APIs, integrations, product functionality, data, deployments, and customer environments. * Work with Engineering and QA to reproduce and diagnose product defects. * Drive root cause analysis (RCA) for major or recurring customer issues and ensure appropriate corrective actions. * Distinguish between product defects, configuration issues, integration issues, and customer-environment issues. * Ensure escalated issues have sufficient technical information for Engineering to investigate efficiently. * Track engineering fixes through to validation and customer closure. * Identify recurring technical issues and drive improvements to reduce repeat incidents and support volume. **Team Leadership** * Lead, mentor, and develop a geographically distributed technical support team. * Define team structure, responsibilities, coverage models, and escalation paths. * Plan staffing, shift rosters, on-call rotations, leave coverage, and holiday/weekend coverage. * Manage workload allocation across the support team based on ticket volume, severity, customer impact, and SLA commitments. * Establish regular operational reviews covering SLA performance, backlog, escalations, customer issues, and team capacity. * Review ticket quality, troubleshooting effectiveness, customer communication, and adherence to support processes. * Coach team members on technical troubleshooting, cybersecurity products, incident handling, and customer communication. * Build a culture of ownership, urgency, accountability, and customer focus. **Cross-functional Collaboration** * Partner closely with Engineering and QA to troubleshoot and resolve customer-impacting product issues. * Collaborate with Customer Success and Account teams on high-priority customers and escalations. * Provide structured customer feedback and support insights to Engineering and other relevant internal teams. * Coordinate with third-party vendors and technology partners when required. * Drive continuous improvement based on ticket trends, customer feedback, and support metrics. ### **What you’ll  Need:** * 8+ years of experience in technical/product support for cybersecurity products, with 2+ years of experience leading or managing technical/product support teams. * Proven experience managing enterprise support SLAs, severity levels, response and resolution targets, escalations, and SLA breaches. * Experience managing global support operations, including shift rosters, coverage planning, cross-geography handoffs, and on-call rotations. * Experience handling P1/P2 customer escalations and driving issues through to resolution. * Strong troubleshooting and problem-solving skills across web applications, APIs, integrations, databases, and cloud environments. * Experience working closely with Engineering and QA teams to troubleshoot and resolve product defects. * Strong understanding of RCA, problem management, incident management, and escalation processes. * Experience with ticketing/support platforms such as Jira, ServiceNow, Zendesk, or similar tools. * Excellent written and verbal communication skills, particularly in communicating technical issues to enterprise customers. * Strong customer orientation with the ability to manage difficult or high-pressure customer situations. * Ability to prioritize multiple customer issues based on business impact, severity, and contractual SLAs. * Strong ownership, analytical ability, and attention to detail. **Bonus Points If You Have:** * Familiarity with APIs, REST, authentication, networking, cloud environments, and common enterprise integrations. * Experience establishing or scaling a support function in a growing organization. * Experience defining support KPIs and dashboards such as SLA compliance, first response time, resolution time, backlog, reopen rate, escalation rate, and CSAT. * Scripting/debugging experience with Python, Bash, or similar languages. * Experience creating customer-facing technical documentation and knowledge bases. **Key Success Measures:** * SLA adherence and reduction in SLA breaches * Reduction in open and aging support tickets * Faster and more effective resolution of high-severity issues * Quality and timeliness of customer communication * Reduction in recurring issues and escalations * Improved support processes, documentation, and knowledge base * Customer satisfaction and confidence in Cyble's support organization * Effective global coverage and on-call operations * Growth and effectiveness of the technical support team ### **Cyble offers:** * A dynamic and collaborative work environment. * Opportunities for learning and career growth. Visa sponsorship is not available for this role.