🛠 Tech Stack

💼 About This Role

You'll lead global customer support operations in a fast-paced cybersecurity environment, driving operational excellence and exceptional customer experiences. Your core impact will be scaling support operations and optimizing processes for enterprise customers worldwide. You'll collaborate cross-functionally to shape strategies that enhance satisfaction and retention.

🎯 What You'll Do

• Lead global support operations for enterprise accounts
• Mentor Support Engineers to foster a customer-first culture
• Define and optimize support processes, SLAs, and escalation management
• Drive strategic initiatives to improve customer experience and scalability

📋 Requirements

• 10+ years leading global technical support teams in B2B software/cybersecurity
• Strong technical background in Linux, networking, cloud, or security
• Proven experience developing support processes and SLAs in enterprise support
• Experience managing escalations and KPIs using Salesforce Service Cloud

✨ Nice to Have

• Experience in fast-growing international environments
• Strategic mindset with hands-on operational expertise

🎁 Benefits & Perks

• 💰 Competitive base salary with incentive plans and equity
• 🏥 Comprehensive healthcare and life insurance
• 🏖️ Generous PTO and flexible work arrangements
• 📈 Professional development and recognition programs
• 🌍 Remote work options with hybrid flexibility

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter phone screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical assessment / Panel interview· 60 min
4. 4Offer· 1 week