Technical Support Lead

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.

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.

• CV Shortlist by the Hiring Panel

• Cognitive Assessment via a platform called Xobin - It’s a 60-minute assessment, which is a mandatory step in our recruitment process for all roles.

• Panel Discussions - Typically comprising a minimum of three interview rounds, along with a role-based assignment.