The role involves managing technical escalations, optimizing support processes, analyzing customer metrics, and collaborating with Product and R&D for a high-performing support organization.
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.
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