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Role Description

This role involves managing customer operations and technical support within a cybersecurity startup.

• 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 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, with primary coverage during Pacific Time business hours, Monday through Friday.

Qualifications

• 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or 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.

Company Description

We are a cybersecurity startup building next generation technology for global customers.