The role involves driving technical escalations, optimizing support processes, analyzing KPIs, and collaborating with Product and R&D teams to enhance customer experience.
Description
Location: Remote, PST time zone
Salary range: 90,000 to 150,000 USD annually, depending on experience and qualifications.
We are a cybersecurity startup building next generation technology for global customers. We are looking for a hands on, high impact Customer Operations / Technical Support Manager to help scale and elevate our support and customer facing operations.
This role sits at the intersection of Technical Support, Customer Experience, and Operational Excellence. You will act as a senior technical authority with a Tier 3/4 mindset, while also helping build the infrastructure, processes, and metrics behind a world class support organization. As a foundational member of our global operations, you will work Monday through Friday in alignment with Pacific Time to bridge the gap between our customers, R&D, and Product. This position is fully remote work model within the PST region.
What You Will Do
- Serve as the highest technical escalation point within support, driving issues to full resolution.
- Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise.
- Help design and optimize our support platform, workflows, playbooks, and documentation standards.
- Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements.
- Identify trends from customer interactions and translate them into actionable insights.
- Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer.
- Support onboarding and ongoing customer usage to ensure value realization.
- Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.
What We Are Looking For
- 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment.
- Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations.
- Strong troubleshooting skills.
- Experience improving support processes and working cross functionally with Product and R&D.
- Analytical mindset, comfortable working with metrics, dashboards, and performance tracking.
- Excellent customer facing written and spoken communication skills in English.
- Proactive, organized, and comfortable in fast paced environments.
- Advantage: Cybersecurity background.
Top Skills
Cybersecurity
SaaS
Technical Support
Similar Jobs
Cloud • Fintech • Software • Business Intelligence • Consulting • Financial Services
The Senior Procore Implementation Consultant leads Procore implementations, designs solutions, trains clients, and manages projects while mentoring junior consultants.
Top Skills:
Power BIProcore
.png)
eCommerce • Fintech • Hardware • Payments • Software • Financial Services
As an Engineering Program Coordinator, you will manage NPI builds, logistics, engineering documentation, and improve processes while collaborating across teams.
Top Skills:
Complex Spreadsheets
eCommerce • Fintech • Hardware • Payments • Software • Financial Services
The Business Development Representative Associate will manage a pipeline of businesses, conduct outreach, promote Square's solutions, and work towards sales targets while growing in the sales career.
Top Skills:
Communication ToolsCrm SoftwareSalesforce
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
