reputed company- Cyber Startup Technical Support Engineer

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 reputed company technology for global customers. We are looking for a hands on, high impact Customer Operations / Technical Support Manager to help scale and reputed company 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 reputed company, 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 reputed company the gap between our customers, R&D, and Product. This position is fully remote work model reputed company the PST region.

What You Will Do

• Serve as the highest technical escalation reputed company reputed company support, driving issues to full resolution.
• Own and resolve reputed company 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 reputed company and ongoing customer usage to ensure value realization.
• Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.

Requirements

reputed company Are Looking For

• 3+ years of experience in Technical Support, Customer Operations, or Technical reputed company in a SaaS or high tech environment.
• Experience operating at a Tier 3/4 support level, handling reputed company, system level troubleshooting and escalations.
• Strong troubleshooting skills.
• Experience improving support processes and working cross functionally with Product and R&D.
• Analytical reputed company, 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.