Global Technical Support Director

We are a fast-growing cybersecurity startup, dedicated to protecting organizations worldwide with cutting-edge technology and exceptional customer experience. With a rapidly expanding global presence, we are seeking an experienced and dynamic Global Support Manager to lead and scale our customer support organization.

The Global Support Manager will oversee our customer support function, ensuring world-class service for our B2B customers across multiple regions. You will lead a growing team (currently ~20 support professionals with expected doubling in size), define processes, and drive operational excellence. This is a high-impact leadership role requiring proven experience in building, scaling, and managing global support teams in a fast-paced environment.

Key Responsibilities

• Lead, mentor, and scale a global support team, ensuring excellent service delivery and customer satisfaction.
• Build and implement scalable processes, tools, and methodologies to support rapid growth.
• Define and track KPIs (SLAs, CSAT, response/resolution times) to ensure operational excellence.
• Partner closely with Product, R&D, Sales, and Customer Success to resolve customer issues and provide feedback for continuous improvement.
• Develop and maintain 24/7 global support coverage and escalation procedures.
• Foster a culture of accountability, professionalism, and customer-centricity within the team.
• Recruit, train, and develop talent to support organizational expansion.

REQUIREMENTS

• 7+ years of experience in customer support, with at least 3 years in a leadership role managing global teams.
• Proven track record of scaling support organizations in a high-growth B2B SaaS or cybersecurity environment.
• Strong leadership, people management, and coaching skills.
• Hands-on experience with support tools and platforms (e.g., Zendesk, Salesforce, Jira).
• Excellent communication and collaboration skills across global and cross-functional teams.
• Ability to thrive in a dynamic startup environment, balancing strategy with hands-on execution.
• Bachelor’s degree is plus.

Why Join Us?

• Be part of a fast-growing cybersecurity startup making a global impact.
• Lead and scale a critical function in a company entering its next growth stage.
• Collaborative, innovative, and mission-driven culture.
• Competitive compensation and benefits package.