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Support TL

Israel · Full-time · Manager

About The Position

We are seeking a highly motivated and experienced Support Manager to lead our customer support team. The Support Manager will be responsible for overseeing all aspects of customer support operations, including managing a team of support representatives, implementing support strategies, and ensuring timely resolution of customer issues.

Responsibilities

  • Serve as the subject matter expert and final escalation point for complex technical issues related to our SOC platform, SIEM, and other cybersecurity tools.
  • Manage and lead a team of support representatives, providing guidance, coaching, and performance feedback.
  • Develop and implement support strategies to improve customer satisfaction and retention.
  • Monitor support ticket queues to ensure timely response and resolution of customer inquiries and issues.
  • Collaborate with cross-functional teams, including product development and sales, to address customer needs and concerns.
  • Analyze support metrics and KPIs to identify trends and areas for improvement.
  • Implement best practices for support processes and procedures.
  • Handle escalated customer issues and complaints, providing resolutions in a timely and professional manner.
  • Conduct regular team meetings and training sessions to ensure staff development and performance improvement.
  • Collaborate closely with development and engineering teams to identify, report, and validate product defects and enhancements.

Requirements

  •  2+ years of experience in a managing technical support role - A must.
  • Proactive and self-motivated with a "can do" approach, demonstrating a willingness to take on challenges and find solutions.
  • Strong knowledge of cybersecurity principles and technologies, including SIEM (Security Information and Event Management) - A must.
  •  Experience within the cybersecurity domain, with a focus on SOC platforms - Advantage.
  • Experience in a cloud environment.
  • Excellent analytical and problem-solving skills, with the ability to identify and resolve complex technical issues effectively.
  • Excellent communication and interpersonal skills.Ability to work well under pressure and handle escalated customer issues effectively.
  • Analytical mindset with the ability to interpret support metrics and make data-driven decisions.
  • Experience with CRM system.
  • Demonstrated commitment to customer satisfaction and service excellence.
  • On-call duty once a week.
  • Weekend work once every 4 weeks.

Apply Now

Our Values

  • Integrity

    Expertise with
    uncompromising
    authenticity

  • Democratizing cybersecurity

    Sharing the knowledge & tools
    to protect companies

  • Accountability

    We initiate with commitment and
    implement tenacity

  • Customer fixation

    Caring for your interests
    as if your business
    is our own

  • Integrity

    Expertise with
    uncompromising
    authenticity

  • Democratizing cybersecurity

    Sharing the knowledge & tools
    to protect companies

  • Accountability

    We initiate with commitment and
    implement tenacity

  • Customer fixation

    Caring for your interests
    as if your business
    is our own

We believe in…

    Impact

    Every decision, algorithm, process and action are prioritized and measured by its value for our customers

    The Hack

    Offensive expertise and experience are only possible with obsessively creative, comfort-defying innovation

    Intuition

    Results are optimized when the technologies, tools, and communication we use simply make sense