Global Technical Support Director

Cynet

80d

About The Position

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.

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 a plus.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees