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This role combines strong technical background in cybersecurity and infrastructure with leadership skills to manage a remote support team across multiple time zones (APAC/MENA/NA). The ideal candidate has experience in technical leadership roles, thrives in a fast-paced SaaS support environment, and is comfortable acting as a bridge between customers, product, engineering, and operations.\nResponsibilities:\n- Lead and manage a global team of Technical Support Engineers (L2/L3), ensuring performance, operational health and career development\n- Organize team routines: 1:1 meetings, feedback cycles, performance tracking, coaching sessions\n- Monitor and manage ticket queues, ensuring prioritization, load balance and SLA compliance across time zones\n- Act as the coordinator for critical escalations, engaging directly with enterprise customers when needed, especially in high-impact regions (North America and Western Europe)\n- Collaborate with Support Operations to track key KPIs (FRT, TTR, backlog volume, escalation rate, CSAT) and generate improvement opportunities\n- Work with the Enablement team to guarantee efficient onboarding and accelerated technical ramp-up for new joiners\n- Ensure process alignment and operational excellence (escalation workflows, bug triage, documentation standards, resolution quality)\nQualifications:\n- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical fields\n- 5+ years of experience in Technical Support, SRE/NOC/Systems Engineering, including coordination or leadership duties\n- Strong knowledge of incident/problem management, client communication, and service operations reporting\n- Previous experience supervising or leading remote and multicultural technical teams\n- Excellent communication and interpersonal skills to manage stakeholders and distributed engineers\n- Fluent English (written and spoken) required\n- Familiarity with support platforms and tools (Service Now, Jira)\nWorking hours:\n- Work schedule: nighttime, 22pm to 6am.\nNice to Have:\n- Experience with cybersecurity, network security or identity platforms (IAM, PAM, MFA, SSO)\n- Experience working in fast-paced B2B and vendors environments\nBenefits:\n- Hiring Model: “CLT”\n- Health Plan (No co-participation) - 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