Technical Support Manager
Team8
Job Overview
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Job Description
About the Role: Technical Support Manager at Team8
Team8 is a cybersecurity startup building next-generation technology for global customers. We are seeking a hands-on, high-impact Customer Operations / Technical Support Manager professional 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–Friday to bridge the gap between our customers, R&D, and Product. This position follows a hybrid work model, with a combination of on-site office presence and remote work.
What You’ll 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 and data 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 (Monday–Friday role).
Requirements
What We’re Looking For
- 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS/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
Key skills/competency
- Technical Support
- Customer Operations
- SaaS Troubleshooting
- Tier 3/4 Support
- Customer Experience
- Operational Excellence
- KPIs and SLAs
- Product Collaboration
- R&D Partnership
- Cybersecurity
How to Get Hired at Team8
- Research Team8's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for the Technical Support Manager role: Highlight your SaaS support, troubleshooting, and leadership experience using keywords from the job description.
- Showcase your operational excellence: Provide specific examples of how you've improved support processes and managed KPIs effectively.
- Prepare for technical and behavioral interviews: Be ready to discuss complex troubleshooting scenarios and cross-functional collaboration with Product and R&D teams.
- Demonstrate your customer focus: Emphasize your communication skills and ability to act as the technical voice of the customer.
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