Technical Support Manager
- Bangalore, Karnataka
- Permanent
- Full-time
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at .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 teamsAbout 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.
- Bachelor’s 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