Manager of Technical Support

Who We Are Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way. We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that). If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you). What can we offer you? • Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good. • An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do. • An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good? • Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment. • Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost. • Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled. Who You Are We are seeking a Manager of Technical Support to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations. The Manager of Technical Support will be responsible for leading and overseeing the technical support team, ensuring high-quality customer service, efficient problem resolution, and maintaining exceptional levels of customer satisfaction. Please note, this role will require working during IST night shifts (5:30pm - 2:30am IST). What You Will Be Doing? • Lead, supervise, and develop a diverse team of technical support professionals. • Design and implement inclusive support strategies, policies, and procedures. • Monitor and enhance team performance metrics, including response times, resolution rates, and customer satisfaction scores. • Establish and maintain performance standards and training programs to support professional growth. • Conduct regular performance reviews and provide constructive, actionable feedback. • Collaborate with cross-functional teams to address and resolve complex technical challenges. • Analyze support trends and propose systemic improvements to enhance products or services. • Escalate critical issues to the appropriate departments and ensure prompt resolution. • Manage support resources effectively, optimizing team utilization and productivity. • Oversee the implementation and maintenance of customer support tools and technologies. • Ensure comprehensive documentation of support processes and maintain up-to-date knowledge bases. What You Will Bring? Required Qualifications: • Bachelor's degree in Computer Science, Information Technology, or a related field. • 10+ years of experience in technical support. • 5+ years of experience in management or team leadership roles. • Ability to work IST night shift (5:30pm - 2:30am IST). • Strong knowledge of technical support best practices. • Excellent communication and interpersonal skills, with the ability to work effectively across diverse teams. • Demonstrated ability to lead, motivate, and inspire teams to achieve goals. • Advanced problem-solving and analytical skills, with a focus on delivering practical solutions. • Proficiency in using customer support software and ticketing systems. • Demonstrated experience with cybersecurity tools and platforms, including: • Security Information and Event Management (SIEM) systems • Endpoint Detection and Response (EDR) tools • Intrusion Detection/Prevention Systems (IDS/IPS) • Firewall management and configuration • Vulnerability scanning and assessment tools • Multi-factor authentication (MFA) systems • Familiarity with established cybersecurity frameworks, such as NIST and ISO 27001. • Strong understanding of incident response and threat mitigation strategies. • Proven experience in managing security-related support escalations effectively. Desired Qualifications: • Master’s degree in a relevant field. • Relevant IT certifications, such as CISSP, CompTIA Security+, or ITIL. • Experience in technology, software, or hardware support environments. • Previous experience in customer-facing technical roles, demonstrating strong communication and problem-solving skills. • Knowledge of multiple support channels, including phone, email, chat, and self-service platforms. What It's Like Working Here Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously. Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking. What does our Compensation and Benefits package entail? • Competitive salary with bonus potential • Flexible PTO (Paid Time Off) policy • Depending on the role, you may work in the office, remotely, or adopt a hybrid work model. • And a new Tesla... just kidding! Kudos for making it to the end. Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Mental and Physical Requirements It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities. Physical: • Stationary position for extended periods of time. • Constantly operate a computer. • Occasionally you may be required to move equipment or other items up to 20 lbs. • The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Mental: • Must be able to apply established protocols in a timely manner. • Make timely decisions in the context of workflow. • Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota. • Ability to work effectively and efficiently in high stress situations. • Ability to simultaneously address multiple complex problems. How to Apply: Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/