{"id":1014348,"url":"https://alion.io/job/cyble-technical-support-lead","title":"Technical Support Lead","company":{"id":2698,"name":"Cyble","domain":"cyble.com","url":"https://alion.io/company/cyble","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Work at a Startup","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":25000,"max":40000,"currency":"USD","period":"year","gross":null,"usd_annual":40000},"salary_estimate":null,"experience_years_min":11,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"Python","optional":true},{"name":"Rest API","optional":true}],"status":"live","first_seen_at":"2026-09-17T21:48:08Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-11-04T15:26:27Z","board_verified":true,"closed_at":null,"days_open":47,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":47},"description":"About Cyble:\nCyble 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\nOur 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.\nAt 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.\nAbout the Role:\nWe 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.\nThis 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.\nThe 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.\nWhat you’ll Do at Cyble:\nProduct & Customer Support\nLead day-to-day technical support for Cyble's cybersecurity products and enterprise customers.\nOwn the support lifecycle from ticket intake and triage through resolution and customer communication.\nEstablish and enforce appropriate priority/severity classification and escalation processes.\nAct as the senior technical escalation point for complex or high-impact customer issues.\nEnsure timely, accurate, and professional communication with customers throughout the resolution lifecycle.\nWork with customers to understand product issues, reproduce problems, gather relevant technical information, and drive issues to closure.\nSLA & Support Operations\nOwn and track support SLAs, response times, resolution times, backlog, escalations, and SLA breaches.\nDefine and improve support processes, workflows, escalation matrices, and operating procedures.\nEstablish mechanisms for effective ticket prioritization and resource allocation based on severity and customer impact.\nOwn global support coverage, including shift planning, staffing, and shift rosters across geographies and time zones.\nManage on-call rotations and after-hours support for critical customer issues.\nEnsure appropriate coverage for P1/P2 incidents, weekends, holidays, and other periods of elevated support demand.\nEstablish effective handoff processes across shifts and geographies, ensuring continuity of ownership for open and high-priority issues.\nMonitor support performance and provide regular reporting on key support metrics.\nIdentify bottlenecks and recurring causes of SLA breaches and drive corrective actions.\nBuild and maintain a structured knowledge base, troubleshooting guides, FAQs, and support documentation.\nTechnical Escalation & Problem Management\nLead investigation of complex issues involving APIs, integrations, product functionality, data, deployments, and customer environments.\nWork with Engineering and QA to reproduce and diagnose product defects.\nDrive root cause analysis (RCA) for major or recurring customer issues and ensure appropriate corrective actions.\nDistinguish between product defects, configuration issues, integration issues, and customer-environment issues.\nEnsure escalated issues have sufficient technical information for Engineering to investigate efficiently.\nTrack engineering fixes through to validation and customer closure.\nIdentify recurring technical issues and drive improvements to reduce repeat incidents and support volume.\nTeam Leadership\nLead, mentor, and develop a geographically distributed technical support team.\nDefine team structure, responsibilities, coverage models, and escalation paths.\nPlan staffing, shift rosters, on-call rotations, leave coverage, and holiday/weekend coverage.\nManage workload allocation across the support team based on ticket volume, severity, customer impact, and SLA commitments.\nEstablish regular operational reviews covering SLA performance, backlog, escalations, customer issues, and team capacity.\nReview ticket quality, troubleshooting effectiveness, customer communication, and adherence to support processes.\nCoach team members on technical troubleshooting, cybersecurity products, incident handling, and customer communication.\nBuild a culture of ownership, urgency, accountability, and customer focus.\nCross-functional Collaboration\nPartner closely with Engineering and QA to troubleshoot and resolve customer-impacting product issues.\nCollaborate with Customer Success and Account teams on high-priority customers and escalations.\nProvide structured customer feedback and support insights to Engineering and other relevant internal teams.\nCoordinate with third-party vendors and technology partners when required.\nDrive continuous improvement based on ticket trends, customer feedback, and support metrics.\nWhat you’ll Need:\n8+ years of experience in technical/product support for cybersecurity products, with 2+ years of experience leading or managing technical/product support teams.\nProven experience managing enterprise support SLAs, severity levels, response and resolution targets, escalations, and SLA breaches.\nExperience managing global support operations, including shift rosters, coverage planning, cross-geography handoffs, and on-call rotations.\nExperience handling P1/P2 customer escalations and driving issues through to resolution.\nStrong troubleshooting and problem-solving skills across web applications, APIs, integrations, databases, and cloud environments.\nExperience working closely with Engineering and QA teams to troubleshoot and resolve product defects.\nStrong understanding of RCA, problem management, incident management, and escalation processes.\nExperience with ticketing/support platforms such as Jira, ServiceNow, Zendesk, or similar tools.\nExcellent written and verbal communication skills, particularly in communicating technical issues to enterprise customers.\nStrong customer orientation with the ability to manage difficult or high-pressure customer situations.\nAbility to prioritize multiple customer issues based on business impact, severity, and contractual SLAs.\nStrong ownership, analytical ability, and attention to detail.\nBonus Points If You Have:\nFamiliarity with APIs, REST, authentication, networking, cloud environments, and common enterprise integrations.\nExperience establishing or scaling a support function in a growing organization.\nExperience defining support KPIs and dashboards such as SLA compliance, first response time, resolution time, backlog, reopen rate, escalation rate, and CSAT.\nScripting/debugging experience with Python, Bash, or similar languages.\nExperience creating customer-facing technical documentation and knowledge bases.\nKey Success Measures:\nSLA adherence and reduction in SLA breaches\nReduction in open and aging support tickets\nFaster and more effective resolution of high-severity issues\nQuality and timeliness of customer communication\nReduction in recurring issues and escalations\nImproved support processes, documentation, and knowledge base\nCustomer satisfaction and confidence in Cyble's support organization\nEffective global coverage and on-call operations\nGrowth and effectiveness of the technical support team\nCyble offers:\nA dynamic and collaborative work environment.\nOpportunities for learning and career growth.\nCV Shortlist by the Hiring Panel\n\nCognitive Assessment via a platform called Xobin - It’s a 60-minute assessment, which is a mandatory step in our recruitment process for all roles.\n\nPanel Discussions - Typically comprising a minimum of three interview rounds, along with a role-based assignment.","description_format":"text","description_chars":8617,"description_truncated":false,"requirements":{"experience_years_min":11,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Threat Intelligence","Information Security","Cybersecurity 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