Senior Technical Support Manager

Job Summary

A company is looking for a Senior Technical Support Manager to lead advanced technical support operations for their cybersecurity platform.

Key Responsibilities

• Act as the primary escalation point for critical customer issues and perform hands-on troubleshooting for complex scenarios
• Engage directly with customers during high-impact incidents, providing status updates and leading resolution calls
• Manage and mentor support engineers while establishing support best practices and improving workflows

Required Qualifications

• 10+ years of experience in technical support, systems engineering, or security operations
• 3+ years in a people management or technical leadership role
• Deep understanding of SIEM architectures, network protocols, and Linux systems
• Hands-on experience with log parsing, cloud platforms, and security technologies
• Experience supporting enterprise or MSSP customers in a global support environment