About The Position

We are seeking a Senior Support Manager to lead our global support operations. This role is pivotal in ensuring efficient issue-resolution end-to-end, managing tier 1 support engineers, acting as tier 2, and working with tier 3. Building scalable processes and building collaboration across teams and partners. The ideal candidate will combine technical expertise with leadership skills to drive continuous improvement and deliver exceptional support experiences in a fast-paced cybersecurity startup and will report directly to our COO. 

About us

Cynomi is a fast-growing, Silicon Valley VC-backed cybersecurity startup. Experiencing massive growth over the past year, our SaaS product is used by hundreds of service providers worldwide.

Operating across three continents, Cynomi is leading the vCISO (virtual Chief Information Security Officer) market category with rapidly growing demand for its AI-powered vCISO platform, which empowers service providers (MSPs and MSSPs) to provide high quality cybersecurity services to their customers.

Key Responsibilities

As Senior Support Manager, your primary impact will be ensuring a prompt, efficient, and high-quality resolution of support tickets while continuously improving operational processes and fostering collaboration across teams. Key responsibilities include: 

• Responsible for end-to-end technical support, while operating within our SLA 
• Oversee Tier 1 support engineers provided by a remote team based in India 
• Provide hands-on Tier 2 support and working with Tier 3 on escalated tickets 
• Build, implement, and optimize processes and automations to improve support efficiency and scalability, and overall performance 
• Collaborate with product and development teams to align support strategies with product updates and organizational goals, while providing insights on support trends to guide improvements 
• Lead the design and delivery of training programs for internal technical teams, enabling them to address Tier 1 support issues and common customer inquiries effectively 
• Work with distributors and channel partners to streamline Tier 1 workflows, ensure smooth Tier 2 escalations, and establish necessary automations and integrations for efficient collaboration 
• Analyze support data and trends, offering actionable recommendations for product and development teams 
• Maintain an up-to-date knowledge base for questions and answers, as well as support issues troubleshooting guides 

 

 

 

Requirements

• 4+ years of managing technical support in a SaaS company 
• Proven experience in managing off-sites teams 
• Proven experience in creating support processes to streamline operations 
• Proven record of developing workflows and automations to support scale 
• Hands-on experience in ticket resolution with a customer-first approach 
• Proficiency with support platforms 
• Self-learner and independent

Advantages

• Familiarity with SaaS-to-SaaS integrations 
• A background in cybersecurity or familiarity with CISO-related solutions 
• Experience scaling support operations within a high-growth, global organization 
• Supporting channel partners (MSP/MSSP, distributors) 
• Working with HubSpot professional service