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Technical Support Lead

Cyble· Engineering
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Hybrid (Bengaluru, KA, IN)$25k - $40kFull-timePosted 4w ago

About the role

Technical Support Lead for cybersecurity products at Cyble, responsible for owning and scaling technical product support for enterprise customers worldwide, managing the support operation end-to-end including team leadership, global coverage, SLAs, escalations, and continuous process improvement.

Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Qualifications

  • 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.

Skills

Required:Technical support leadershipSLA managementCustomer communication

Benefits

  • Opportunities for learning and career growth.
Last updated Sep 23, 2026. Interested? Apply on the company site.
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About Cyble

Cyble - World’s First Intelligence-Driven, AI-Native Security…

To reimagine cybersecurity with an AI-native platform that unifies detection, protection and remediation across the digital attack surface Headquartered in Alpharetta, Georgia, and with offices in Australia, Malaysia, Singapore, Dubai, Saudi Arabia and India, Cyble has a global presence. To learn more about Cyble, visit www.cyble.com. 

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