Technical Support Lead

About Cyble

Cyble - World’s First Intelligence-Driven, AI-Native Security Platform.

Tech

Our SaaS-based enterprise platform collects intelligence data in real-time across open and closed sources. This enables you to map, monitor, and mitigate your digital risk footprint. Through a combination of our industry-leading Machine Learning capabilities and our peerless Human Analytics, we deliver actionable threat intel well before your organization is at risk.

The role

### **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 IndiaOur 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.