Product Support Manager

Job Description Roles and Responsibilities: - Develop a deep understanding of Threatcop's product suite (TSAT, TLMS, TDMARC, TPIR) and its application in People Security Management. - Manage enterprise customer accounts, serving as the primary point of contact for product support, usage guidance, and troubleshooting. - Strong understanding of networking fundamentals (IP, SMTP, DNS, ports), email infrastructure (SPF, DKIM, DMARC, spoofing, SMTP servers), and cybersecurity concepts (phishing, smishing, social engineering). Experience with web technologies (HTTP/HTTPS, landing pages), firewall/email gateway configurations, and Active Directory integrations (LDAP, OAuth, SSO). - Deep understanding of On-Prem Deployment of Solutions and Hybrid Environments. Through an understanding of APIs. - Proficient in analyzing email and system logs, identifying root causes, and simulating incidents. Familiarity with scripting languages (PowerShell, Python, Shellscript) is preferred for automation and integration tasks. - Deliver compelling, real-time product demonstrations to clients, showcasing core features, usage benefits, and cybersecurity functionalities. - Lead the product support team and facilitate cross-functional communication across product, engineering, and client success teams to ensure seamless project delivery. - Conduct onboarding and training sessions, enabling clients to leverage the platform for threat simulations, incident reporting, and people-centric threat defense. - Resolve technical queries quickly and effectivelywhether it's about setup, usage, integrations, or incident response features. - Gather and analyze customer feedback, suggest product improvements, and contribute insights that inform the product roadmap and enhancements. Key Skills and Qualifications: - Bachelor's degree in Computer Science, IT, Cybersecurity, Engineering, or a related field - 5+ years of experience in Technical product support, preferably for cybersecurity, SaaS, or enterprise software solutions. - At least 3 years of experience in managing a team. - Proficiency in HTML/CSS, JavaScript, Python, and Shellscript. - Operating Systems: Ubuntu, Windows. - Soft Skills: Communication, Time Management, Problem-Solving, Leadership, Multitasking, Attention to Detail. Why You'll Enjoy Working at Threatcop: 1. Get the fast learning and exciting environment of a startup, combined with the stable work and strong performance of a bigger company. There's lots of room to learn, grow, and share your ideas. 2. We also provide good benefits like health insurance, a gratuity payment, and Employees Provident Fund (a savings plan for your future). 3. We are an equal opportunity employer, where everyone has a fair chance. About Us: Threatcop Inc. is a leading People Security Management(PSM) company and a sister concern of Kratikal. Threatcop helps organizations reduce the impacts of cyber threats by strengthening the cybersecurity posture of employees. With a focus on reducing social engineering and email-based attacks, we transform employees from the weakest link to the strongest line of defense. Serving over 250+ large enterprises and 600+ SMEs across 30+ countries, Threatcop assists clients in sectors such as E-commerce, Finance, BFSI, Healthcare, Manufacturing, and Telecom with clients like Axis Bank, Gail India, ONGC, MaxLife Insurance, Daman Insurance, UNICOIL, NPCI, Tata Consumer Products and many others. We are a USA-based company, headquartered in Noida with offices in Mumbai, Pune, Bangalore, Chennai, Dubai, and Riyadh. We use the A-A-P-E (Assess, Aware, Protect, Empower) framework to deliver effective products such as TSAT, TLMS, TDMARC, and TPIR to tackle evolving cyberthreats. By focusing on preventing human error, our People Security Management (PSM) approach empowers organizations to foster a culture of cybersecurity awareness to tackle modern cyber threats. For more details, visit us at: www.threatcop.com