Product Support Lead

About the Role

We are looking for an experienced leader to head our product support organization. As Product Support Lead, you will be responsible for defining the support strategy, building and managing a global, high-performing team that consistently delivers exceptional support experiences for our AQtive Guard customers. You will collaborate closely with customer solutions, engineering, product management, and other stakeholders to continuously improve our support processes and contribute to product development. This role requires a deep understanding of enterprise software support, a passion for customer success, and the ability to thrive in a fast-paced, innovative environment.

What You'll Do

• Develop and execute the overall product support strategy, including service level agreements (SLAs), key performance indicators (KPIs), and escalation procedures.
• Build, mentor, and manage a team of product support engineers, fostering a culture of collaboration, ownership, and continuous improvement.
• Oversee the delivery of expert technical product support to our enterprise customers using the SandboxAQ AQtive Guard, ensuring exceptional customer experiences.
• Implement and manage support tools and systems to optimize efficiency and track performance.
• Collaborate with engineering and product teams to identify and address product issues, contributing to product and process improvements.
• Proactively identify and address potential customer issues, developing preventative measures and knowledge base articles.
• Analyze support trends and customer feedback to identify areas for improvement in the product and support processes.
• Develop and deliver training programs for the product support team to ensure they have the necessary technical skills and product knowledge.
• Establish and maintain strong relationships with key customers and stakeholders.

Who You Are

• Proven leader with a track record of building and managing successful product support teams.
• Deep understanding of enterprise software support methodologies and best practices.
• Excellent problem-solving and analytical skills, with the ability to quickly identify and resolve complex technical issues.  
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.  
• Strong customer focus and a passion for delivering exceptional customer experiences.  
• Self-motivated and able to work independently in a remote work environment.
• Ability to thrive in a fast-paced, dynamic environment.
• Experience supporting global deployments of Enterprise Software, both in the cloud and on-premises.

Preferred Qualifications

• 7+ years of experience in technical support or customer success roles, with a minimum of 3 years in a leadership position.
• Experience supporting cybersecurity products or platforms (e.g., Tanium, Venafi, CZERTAINLY, Splunk, Elastic).
• Experience troubleshooting Kubernetes-based application deployments.
• Strong understanding of cloud computing, network engineering, and software development principles.
• Proficiency in Linux and Windows environments.
• Experience with database technologies (SQL, PostgreSQL) and REST APIs.
• Excellent communication and presentation skills.
• Bachelor's degree in Computer Science or a related field; equivalent practical experience will be considered.