Key Responsibilities
Lead and manage a team of senior Tier 3 Support Engineers across EMEA/APAC.
Act as a technical mentor, guiding the team through deep investigations involving network protocols, VPNs, cloud integrations, and Linux systems.
Own escalations from high-value enterprise customers, driving resolution and ensuring customer satisfaction.
Collaborate cross-functionally with Product, R&D, Sales, and Customer Success to remove blockers and improve the customer experience.
Drive internal projects, process improvements, and training programs to scale the teams capabilities.
Support global initiatives and align with counterparts in the US to ensure consistent follow-the-sun support coverage.
Represent the customers voice internally, identifying trends, recurring issues, and areas for improvement.
Maintain a hands-on technical presence – this is a player-coach role.
3+ years of experience leading a technical support or engineering team – ideally Tier 3 or similar escalation teams.
5+ years of hands-on experience in technical support or customer engineering, preferably in B2B SaaS, cybersecurity, or networking.
Deep knowledge of network protocols, VPNs (IPsec, SSL), BGP, firewalls, and cloud networking – must.
Strong experience with Linux, scripting (Python/Bash), log analysis, and troubleshooting distributed systems.
Proven ability to guide teams under pressure, manage multiple priorities, and maintain technical depth.
Excellent communication and collaboration skills, with the ability to engage globally and cross-functionally.
Highly customer-oriented mindset with a drive for excellence and accountability.
Experience in managing remote or global teams – strong advantage.
Fluent in English (spoken and written).
