Job Title:
Technical Support ManagerAbout Skyhigh Security:
Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency.
Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company.
Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self.
We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity.
Role Overview:
Skyhigh Security is seeking a highly motivated and experienced Technical Support Manager to lead our team of dedicated Technical Support Engineers. This role is crucial for ensuring our customers receive world-class support for our Skyhigh Security Service Edge (SSE) platform. The ideal candidate will possess a strong technical background, exceptional leadership skills, and a proven track record of managing a high-performing support team in a fast-paced, cloud security environment.Responsibilities:
· Lead a team of 6-10 highly skilled Technical Support Engineers to deliver a best-in-class support experience for our Enterprise customers.
· Allocate staffing accordingly based on historical call volume, regional dynamics, and call center operational demands.
· Define objectives, KPIs (Key Performance Indicators) and provide progress assessment, course correcting performance as needed.
· Manage complex customer situations and serve as the point of contact for critical customer escalations.
· Collaborate with engineering and product management teams to influence, prioritize, and drive product direction and supportability.
· Hire, train and develop the right talent to build a high-performing team with a “customer first” mindset.
· Provide on-going motivation, performance management, mentoring, career development planning and coaching to your team.
· Develop and foster a culture of camaraderie and encourage the behavior of knowledge sharing, professional assistance, collaboration, empathy and learning from every interaction.
Required:
· A bachelor’s degree in computer science or information technology with 8+ years of technical support experience in a large enterprise organization.
· At least 1+ years leading a team of technical support engineers.
· Strong operational and management background with prior experience working on Cloud native products in the cybersecurity industry.
· Good technical knowledge of Cloud Security concepts, including CASB, SWG, ZTNA, DLP, and general network security (Firewalls, Proxies, VPNs).
· Good understanding of network protocols (TCP/IP, HTTP/S, DNS) and enterprise authentication mechanisms (SAML, OAuth, LDAP).
· Demonstrated ability to manage high-pressure situations, conflicting priorities, and critical escalations effectively.
· Excellent written and verbal communication skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical audiences.
· Prior experience of managing technical escalations, customer follow-ups to gauge satisfaction with problem resolution and implementing corrective and preventive actions.
· Effective communication and escalation management skills for providing timely resolution across all organizational levels.
· Previous experience working in a 24/7/365 environment with shifts.
· An excellent demonstrated detail-orientation toward quality, results, and goal achievement
· Ability to lead and work in a global fast paced environment, leading cross-functional initiatives in collaboration with teams across regions.
Preferred:
· Industry relevant certification such as AWS, Azure, GCP (Google Cloud Platform), CISSP, Cisco, CEH (Certified Ethical Hacker)
Company Benefits and Perks:
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Our Commitment to You :
At Skyhigh Security, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.
Skyhigh Security conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process.
Skyhigh Security also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Skyhigh Security will never keep any original work authorization documents that we may be required to review during the hiring process.