Principal Executive Recruiter
SentinelOne
Cyber Security
Global Technical Support Manager
Cynet Security
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
Cyber Security
About the role
- Oversee customer support function, ensuring world-class service for B2B customers across multiple regions
- Lead, mentor, and scale a global support team (currently ~20, expected to double)
- Build and implement scalable processes, tools, and methodologies to support rapid growth
- Define and track KPIs (SLAs, CSAT, response/resolution times) to ensure operational excellence
- Partner with Product, R&D, Sales, and Customer Success to resolve customer issues and provide feedback for continuous improvement
- Develop and maintain 24/7 global support coverage and escalation procedures
- Foster a culture of accountability, professionalism, and customer-centricity
- Recruit, train, and develop talent to support organizational expansion
Requirements
- 7+ years of experience in customer support
- At least 3 years in a leadership role managing global teams
- Proven track record of scaling support organizations in a high-growth B2B SaaS or cybersecurity environment
- Strong leadership, people management, and coaching skills
- Hands-on experience with support tools and platforms (e.g., Zendesk, Salesforce, Jira)
- Excellent communication and collaboration skills across global and cross-functional teams
- Ability to thrive in a dynamic startup environment, balancing strategy with hands-on execution
- Bachelor’s degree is plus.
