Technical Support Lead

Cyble
Bengaluru
Workplace: OnsiteFull timeUSD 25,000 - 40,000 annuallyFunction: Customer Support (Service Desk)Experience: 11+ yearsSkills: ["Troubleshooting","Problem-solving","Communication","Customer orientation","Ownership"]

Own and scale technical product support for cybersecurity products and enterprise customers globally. Lead the support operation end-to-end, including ticket intake/triage, priority/severity classification, escalations, SLAs, customer communication, and continuous improvement. Manage global coverage with shift planning, staffing, on-call rotations, and performance reporting. Partner with Engineering and QA on complex issues (APIs, integrations, deployments, data) and drive RCA to resolution.

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FursaFursa
Cyble
Cyble
1 day ago

Technical Support Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Own and scale technical product support for cybersecurity products and enterprise customers globally. Lead the support operation end-to-end, including ticket intake/triage, priority/severity classification, escalations, SLAs, customer communication, and continuous improvement. Manage global coverage with shift planning, staffing, on-call rotations, and performance reporting. Partner with Engineering and QA on complex issues (APIs, integrations, deployments, data) and drive RCA to resolution.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead day-to-day technical support for cybersecurity products and enterprise customers, owning the support lifecycle from ticket intake and triage through resolution and customer communication.
  • •Establish and enforce priority/severity classification and escalation processes; act as the senior technical escalation point for complex/high-impact customer issues.
  • •Own and track support SLAs, response/resolution times, backlog, escalations, and SLA breaches; improve support workflows, escalation matrices, and operating procedures.
  • •Plan and manage global support coverage including shift planning, staffing, shift rosters across time zones, and on-call rotations for P1/P2 incidents and after-hours support.
  • •Investigate complex technical issues (APIs, integrations, product functionality, data, deployments), partner with Engineering and QA for RCA, and drive corrective actions through validation and customer closure.

Pay and Benefits

Salary: USD 25,000 - 40,000 annually

Key Requirements

  • •8+ years of technical/product support experience for cybersecurity products, including 2+ years leading or managing support teams.
  • •Manage enterprise support SLAs, severity levels, response/resolution targets, escalations, and SLA breach handling.
  • •Experience running global support operations: 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 skills across web applications, APIs, integrations, databases, and cloud environments; work closely with Engineering and QA to resolve product defects.
Experience:11+ yearsCybersecurityEnterprise support
Skills:TroubleshootingProblem-solvingCommunicationCustomer orientationOwnership
Tech Stack:APIsRESTJiraServiceNowZendeskPythonBash

Eligibility

Nationality:US National

Company Brief

Cyble
Provides cyber threat intelligence, dark web monitoring, and digital risk protection services to help organizations detect, investigate, and remediate cyber threats, data leaks, and fraud across surface, deep, and dark web sources.
Industry: Cybersecurity
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