# Technical Support Lead **Company:** [Cyble](https://zerogtalent.com/ai-companies/cyble) **Location:** Bengaluru, KA, IN / Bengaluru, Karnataka, IN **Work mode:** On-site **Seniority:** Director **Employment type:** Full Time **Salary:** USD 25K–40K/yr **Category:** Sales & Marketing **Listed:** 2026-09-17 [View and apply on Zero G Talent](https://zerogtalent.com/ai-jobs/cyble/technical-support-lead-110598) ## What you'll do - Lead global technical support operations - Manage SLA compliance and escalations - Drive root cause analysis - Coach distributed support team ## What you need - 8+ yrs cybersecurity product support - 2+ yrs leading support teams - Jira, ServiceNow, Zendesk, Python, Bash ## Job description ### **About Cyble:** Cyble is revolutionizing the landscape of cybersecurity intelligence. Founded in 2019, Cyble began as a visionary college project and has quickly transformed into a leading force in proactive cyber threat detection and mitigation, that is now globally significant, with people in 20 countries - Headquartered in Alpharetta, Georgia, and with offices in Australia, Malaysia, Singapore, Dubai, Saudi Arabia and India Our mission is clear: to provide visibility, intelligence and cybersecurity protection using cutting-edge advanced technology, giving enterprises a powerful advantage. We democratize real-time intelligence about cyber threats and vulnerabilities, enabling organizations to take proactive measures and maintain robust cybersecurity. We strive to make the digital world a safer place for everyone. At Cyble, artificial intelligence (AI) and innovation are central to all operations, with a commitment to continuous improvement and excellence in both products and business practices. Cyble values inclusivity, offering team members autonomy and flexibility to balance their professional and personal lives. Cyble fosters a culture where employees voices are heard, contributions are recognized, and everyone is encouraged to be part of something extraordinary. To learn more about Cyble, visit [**www.cyble.com**](http://www.cyble.com). ### **About the Role:** We are seeking an experienced **Technical Support Lead – Cybersecurity Products** to join our team, to own and scale technical product support for our cybersecurity products and enterprise customers globally. This role will own the support operation end-to-end — including team management, global support coverage, shift and on-call planning, support SLAs, escalations, customer communication, and continuous improvement of support processes. The ideal candidate has 8+ years of experience in technical/product support for cybersecurity products, with experience leading support teams and operating in an environment with defined customer SLAs. ### **What you’ll Do at Cyble:** **Product & Customer Support** - Lead day-to-day technical support for Cyble's cybersecurity products and enterprise customers. - Own the support lifecycle from ticket intake and triage through resolution and customer communication. - Establish and enforce appropriate priority/severity classification and escalation processes. - Act as the senior technical escalation point for complex or high-impact customer issues. - Ensure timely, accurate, and professional communication with customers throughout the resolution lifecycle. - Work with customers to understand product issues, reproduce problems, gather relevant technical information, and drive issues to closure. **SLA & Support Operations** - Own and track support SLAs, response times, resolution times, backlog, escalations, and SLA breaches. - Define and improve support processes, workflows, escalation matrices, and operating procedures. - Establish mechanisms for effective ticket prioritization and resource allocation based on severity and customer impact. - Own global support coverage, including shift planning, staffing, and shift rosters across geographies and time zones. - Manage on-call rotations and after-hours support for critical customer issues. - Ensure appropriate coverage for P1/P2 incidents, weekends, holidays, and other periods of elevated support demand. - Establish effective handoff processes across shifts and geographies, ensuring continuity of ownership for open and high-priority issues. - Monitor support performance and provide regular reporting on key support metrics. - Identify bottlenecks and recurring causes of SLA breaches and drive corrective actions. - Build and maintain a structured knowledge base, troubleshooting guides, FAQs, and support documentation. **Technical Escalation & Problem Management** - Lead investigation of complex issues involving APIs, integrations, product functionality, data, deployments, and customer environments. - Work with Engineering and QA to reproduce and diagnose product defects. - Drive root cause analysis (RCA) for major or recurring customer issues and ensure appropriate corrective actions. - Distinguish between product defects, configuration issues, integration issues, and customer-environment issues. - Ensure escalated issues have sufficient technical information for Engineering to investigate efficiently. - Track engineering fixes through to validation and customer closure. - Identify recurring technical issues and drive improvements to reduce repeat incidents and support volume. **Team Leadership** - Lead, mentor, and develop a geographically distributed technical support team. - Define team structure, responsibilities, coverage models, and escalation paths. - Plan staffing, shift rosters, on-call rotations, leave coverage, and holiday/weekend coverage. - Manage workload allocation across the support team based on ticket volume, severity, customer impact, and SLA commitments. - Establish regular operational reviews covering SLA performance, backlog, escalations, customer issues, and team capacity. - Review ticket quality, troubleshooting effectiveness, customer communication, and adherence to support processes. - Coach team members on technical troubleshooting, cybersecurity products, incident handling, and customer communication. - Build a culture of ownership, urgency, accountability, and customer focus. **Cross-functional Collaboration** - Partner closely with Engineering and QA to troubleshoot and resolve customer-impacting product issues. - Collaborate with Customer Success and Account teams on high-priority customers and escalations. - Provide structured customer feedback and support insights to Engineering and other relevant internal teams. - Coordinate with third-party vendors and technology partners when required. - Drive continuous improvement based on ticket trends, customer feedback, and support metrics. ### **What you’ll  Need:** - 8+ years of experience in technical/product support for cybersecurity products, with 2+ years of experience leading or managing technical/product support teams. - Proven experience managing enterprise support SLAs, severity levels, response and resolution targets, escalations, and SLA breaches. - Experience managing global support operations, including shift rosters, coverage planning, cross-geography handoffs, and on-call rotations. - Experience handling P1/P2 customer escalations and driving issues through to resolution. - Strong troubleshooting and problem-solving skills across web applications, APIs, integrations, databases, and cloud environments. - Experience working closely with Engineering and QA teams to troubleshoot and resolve product defects. - Strong understanding of RCA, problem management, incident management, and escalation processes. - Experience with ticketing/support platforms such as Jira, ServiceNow, Zendesk, or similar tools. - Excellent written and verbal communication skills, particularly in communicating technical issues to enterprise customers. - Strong customer orientation with the ability to manage difficult or high-pressure customer situations. - Ability to prioritize multiple customer issues based on business impact, severity, and contractual SLAs. - Strong ownership, analytical ability, and attention to detail. **Bonus Points If You Have:** - Familiarity with APIs, REST, authentication, networking, cloud environments, and common enterprise integrations. - Experience establishing or scaling a support function in a growing organization. - Experience defining support KPIs and dashboards such as SLA compliance, first response time, resolution time, backlog, reopen rate, escalation rate, and CSAT. - Scripting/debugging experience with Python, Bash, or similar languages. - Experience creating customer-facing technical documentation and knowledge bases. **Key Success Measures:** - SLA adherence and reduction in SLA breaches - Reduction in open and aging support tickets - Faster and more effective resolution of high-severity issues - Quality and timeliness of customer communication - Reduction in recurring issues and escalations - Improved support processes, documentation, and knowledge base - Customer satisfaction and confidence in Cyble's support organization - Effective global coverage and on-call operations - Growth and effectiveness of the technical support team ### **Cyble offers:** - A dynamic and collaborative work environment. - Opportunities for learning and career growth. * * * ### Interview Process 1. **CV Shortlist** by the Hiring Panel 2. **Cognitive Assessment** via a platform called Xobin - It’s a 60-minute assessment, which is a mandatory step in our recruitment process for all roles. 3. **Panel Discussions** - Typically comprising a minimum of three interview rounds, along with a role-based assignment. ## Other open roles at Cyble - [Data Engineer / Senior Data Engineer](https://zerogtalent.com/ai-jobs/cyble/data-engineer-senior-data-engineer-119441) — Bengaluru, KA, IN / Bengaluru, Karnataka, IN - [Principal Engineer – CPU Hardware Telemetry & Silicon Security](https://zerogtalent.com/ai-jobs/cyble/principal-engineer-cpu-hardware-telemetry-silicon-security-118154) — US / IN / SG / Remote - [Customer Success Manager (Associate)](https://zerogtalent.com/ai-jobs/cyble/customer-success-manager-associate-110828) — AU / Remote (AU) - [QA Engineer](https://zerogtalent.com/ai-jobs/cyble/qa-engineer-110762) — Bengaluru, KA, IN / Bengaluru, Karnataka, IN - [Principal Product Architect](https://zerogtalent.com/ai-jobs/cyble/principal-product-architect-106708) — US / TX, US / Remote (US; TX, US) --- *Source: [Zero G Talent](https://zerogtalent.com), the job board for space, defense, AI, robotics and frontier-tech companies.*