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 breachesReduction in open and aging support ticketsFaster and more effective resolution of high-severity issuesQuality and timeliness of customer communicationReduction in recurring issues and escalationsImproved support processes, documentation, and knowledge baseCustomer satisfaction and confidence in Cyble's support organizationEffective global coverage and on-call operationsGrowth and effectiveness of the technical support team

Cyble Offers

A dynamic and collaborative work environment.Opportunities for learning and career growth.