The role involves managing technical escalations, optimizing support processes, analyzing customer metrics, and collaborating with Product and R&D for a high-performing support organization.
Description
Location: Remote, PST time zone
Salary range: 90,000 to 150,000 USD annually, depending on experience and qualifications.
We are a cybersecurity startup building next generation technology for global customers. We are looking for a hands on, high impact Customer Operations / Technical Support Manager to help scale and elevate our support and customer facing operations.
This role sits at the intersection of Technical Support, Customer Experience, and Operational Excellence. You will act as a senior technical authority with a Tier 3/4 mindset, while also helping build the infrastructure, processes, and metrics behind a world class support organization. As a foundational member of our global operations, you will work Monday through Friday in alignment with Pacific Time to bridge the gap between our customers, R&D, and Product. This position is fully remote work model within the PST region.
What You Will Do
- Serve as the highest technical escalation point within support, driving issues to full resolution.
- Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise.
- Help design and optimize our support platform, workflows, playbooks, and documentation standards.
- Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements.
- Identify trends from customer interactions and translate them into actionable insights.
- Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer.
- Support onboarding and ongoing customer usage to ensure value realization.
- Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.
What We Are Looking For
- 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment.
- Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations.
- Strong troubleshooting skills.
- Experience improving support processes and working cross functionally with Product and R&D.
- Analytical mindset, comfortable working with metrics, dashboards, and performance tracking.
- Excellent customer facing written and spoken communication skills in English.
- Proactive, organized, and comfortable in fast paced environments.
- Advantage: Cybersecurity background.
Team8 New York, New York, USA Office
488 Madison Ave, 11th floor, New York, New York, United States, 10022
Similar Jobs
Enterprise Web • HR Tech • Information Technology • Software
Support and optimize business systems (Salesforce, NetSuite, HubSpot) and integrations, build and maintain dashboards and reports, lead data quality initiatives, troubleshoot system issues, enable employees through documentation and training, and identify automation and process improvements leveraging AI and integration tools.
Top Skills:
Ai-Powered ToolsCeligoCRMErpHubspotInformaticaMarketing AutomationNetSuiteSalesforceZapier
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Lead portfolio-level commercial strategy for Internal Medicine and Antivirals, prioritizing investments, advising senior leadership, and driving early commercial assessments, business development input, and AI-enabled decision frameworks to maximize portfolio value across development, launch, lifecycle, and external innovation.
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Lead early commercial and portfolio strategy for Inflammation & Immunology pipeline assets. Develop long-range commercial plans, early product concepts, opportunity assessments, and decision materials. Partner cross-functionally with R&D, Medical Affairs, Access, Analytics, BD, and commercial teams. Use AI-enabled approaches to synthesize scientific, clinical, market, and competitive insights to inform portfolio priorities, investment decisions, and launch readiness.
Top Skills:
Ai-Enabled Tools
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
