- Job title
- Technical Support Lead
- Job location
- Bengaluru, KA, IN / Bengaluru, Karnataka, IN
- Job description
- ### **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.
