Were looking for a Technical Support Lead to own how we support our customers.
Our customers are security teams at large organizations who rely on us to run their SOC. For them, good support means fast, knowledgeable answers from people who understand both the product and their environment. It also plays a big part in whether they renew and grow with us.
We think support in 2026 should look different. AI agents now handle much of the investigation, triage, and first response, and people focus on judgment, complex problems, and customer relationships. Our support is already built this way, as a mix of AI agents and people, and youll help shape how it keeps evolving.
In this role youll be the main escalation point for customer issues and own our response from the first message to resolution. Youll support customers at every stage, from technical questions during evaluations and POCs to issues in production. Youll work closely with R&D, Pre-Sales, and Post-Sales to resolve issues, keep customers informed, and feed what we learn back into the product.
WHAT YOU WILL DO
Own our support response, with a focus on quality and depth as well as speed.
Own support metrics and make decisions based on data. Define what we measure, know where customers get stuck and where were slow, spot trends early, and use the data to drive changes in product, process, and priorities.
Act as the escalation point for critical customer issues: coordinate across teams, keep everyone updated, and follow through to resolution.
Work AI-first. Use AI agents and tools as part of everyday work for investigation, triage, documentation, and customer communication, and keep looking for ways to do more with them.
Help shape how our AI agents and people work together: decide what agents should handle, where a person adds the most value, and how to keep the quality of both high.
Support both Pre-Sales (POCs and evaluations) and Post-Sales (production customers), working alongside SEs, TAMs, and Cyber Defense Services.
Work with R&D to find root causes and prioritize fixes based on customer and business impact.
Build and refine support processes such as escalation paths, SLAs, and customer communication, with AI built in from the start.
Requirements: WHAT YOU WILL BRING
4+ years in technical support, support engineering, or a customer-facing technical role, ideally working with enterprise customers.
Experience handling customer escalations, with clear communication and a strong sense of ownership.
Solid technical background in cloud environments (AWS, Azure, and/or GCP), data pipelines, and integrations.
A data-driven approach, with experience defining support metrics and using them to drive improvements.
An AI-native way of working: you already use the latest AI models and tools every day and have strong opinions on where they help and where they dont.
An understanding of how support affects the business, including customer trust, renewals, and deals.
Curious, collaborative, and comfortable working with engineers, customers, and executives alike.
Experience in a startup or fast-growing company is a plus.
NICE TO HAVE
Background in a SOC, Security Engineering, Incident Response, or Threat Hunting role.
Hands-on experience with SIEM or observability platforms (Splunk, Elastic/ELK, Microsoft Sentinel, or equivalent).
Experience supporting SIEM deployments at enterprise scale.
Experience supporting Pre-Sales teams during POCs and technical evaluations.
Experience working with AI agents in a support or operations setting.
Familiarity with KQL (Kusto Query Language).
This position is open to all candidates.