Technical Support Manager

1 week ago

Chennai, Tamil Nadu, India CYGNVS Full time

CYGNVS is a purpose-built, first-of-its-kind guided cyber crisis platform designed to allow users to prepare for, practice for and respond to cyber incidents with confidence.

Founded in 2020, the innovative start-up has not only discovered product-market fit but is also embarking on an exciting period of scaling up.

Our company culture is a perfect blend of productivity and enjoyment, prioritizing the growth and development of our talented employees as part of a high-achieving team.

We are in search of exceptional professionals to join our journey and contribute to the success of our event-driven, secure core platform.

At CYGNVS, you will be immersed in a dynamic and challenging environment, where you will work with cutting-edge technology solutions and collaborate with a highly skilled global team to shape our platform and empower our users to navigate to a better prepared, cyber crisis-ready world.

As we build our US presence, it is imperative to seed Leaders into the team early in order to set standards and maintain quality.

We are looking for a Chennai-based manager for Customer Support who is embedded under the broader Support team in order to conduct a seamless support methodology.

In addition, this leader will play a crucial role in providing mentorship and management coverage for other employees in the region.

As we expand globally, we are seeking flexible and resilient leaders who are eager to grow alongside us.

They will act as an extension of our US and International product/technical support teams and contribute to maintaining our company culture.

We expect the successful candidate to align with our US shift schedule, working closely with the rest of the support team.

For this role, you should be comfortable working in a hybrid environment, which includes being in the Chennai office approximately 2-3 days a week to collaborate with the Team and to meet with our clients.

Our ideal candidate

  • Overall experience of 8 to 10years.
  • Bachelor's degree or equivalent.
  • Managed resources (both remotely and in person) in a technical support environment for an SAAS company for more than 3 years.
  • Strong problem-solving skills and the ability to diagnose and resolve technical issues.
  • Effective communication skills to collaborate with both technical and non-technical teams.
  • Mid-level technical knowledge in one or more of the following, or similar: AWS Cloud, Incident Response software or IT systems, REST APIs.
  • Demonstrated experience working across a range of technical end-users as well as business executives, including but not limited to IT security, CISOs, Risk Managers, Financial executives.
  • Familiarity with customer operational support systems; examples include Jira Service Management, HubSpot.
  • Demonstrated ability to communicate effectively verbally in meetings and in written technical documentation to drive cross-functional collaboration.
  • Managed and conducted technical coordination globally, including being managed remotely.
  • Ability to successfully manage multiple tasks and projects with high quality and grace under pressure, with a customer-centric mindset.
  • Comfortable to collaborate and/or ask for help from colleagues or leaders when stuck on a problem.
  • Commitment to full resolution and root cause analysis for a great customer experience.
  • Experience with incident management or cyber security a bonus

What We Offer:

  • Competitive salary and comprehensive benefits package.
  • Opportunities for continuous career growth and development.
  • Exposure to cutting-edge technologies and advanced cybersecurity practices.
  • A dynamic, enjoyable work environment that recognizes and celebrates exceptional work.
  • Straightforward and transparent policies. Join us at CYGNVS and become a crucial part of a team that values innovation, excellence, and enjoyment in crafting exceptional products. If you're fervent about software engineering and ready to make a significant impact, apply now

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