Support Team Lead

Vulcan Cyber helps IT security teams own their exposure risk with an end-to-end solution for the entire attack surface. Some of the world’s biggest companies turn to the Vulcan Cyber ExposureOS to turn vulnerability data into real vulnerability management outcomes.

Each day, we work to become the go-to tool for cyber security teams worldwide - whatever their size or industry.

We're looking for people who can rise to the challenge, keep us on our toes, and help us blaze a trail into our brave new world. If you're a Vulcan, you have big ideas, live for problem-solving, and love what you do and the people you do it with.

Right now, we're looking for a Technical Support Team Lead to join our team in TLV to lead the support team!

The team is responsible for providing technical support and service to all of Vulcan’s customers, providing global support, and acting as the first line of technical response to external stakeholders. The role includes close collaboration with almost every team in Vulcan, from R&D and Product to Customer Success and Sales, and as such, requires a deep and thorough understanding of Vulcan products and their system architecture.

Requirements:

Vulcan Cyber helps IT security teams own their exposure risk with an end-to-end solution for the entire attack surface. Some of the world’s biggest companies turn to the Vulcan Cyber ExposureOS to turn vulnerability data into real vulnerability management outcomes.

Each day, we work to become the go-to tool for cyber security teams worldwide - whatever their size or industry.

We're looking for people who can rise to the challenge, keep us on our toes, and help us blaze a trail into our brave new world. If you're a Vulcan, you have big ideas, live for problem-solving, and love what you do and the people you do it with.

Right now, we're looking for a Technical Support Team Lead to join our team in TLV to lead the support team!

The team is responsible for providing technical support and service to all of Vulcan’s customers, providing global support, and acting as the first line of technical response to external stakeholders. The role includes close collaboration with almost every team in Vulcan, from R&D and Product to Customer Success and Sales, and as such, requires a deep and thorough understanding of Vulcan products and their system architecture.

What You’ll Do:

Lead a team of 3 technical support agents and grow the team with the Vulcan expected growth plans.
Manage the team’s day-to-day operations and lead and prioritize workload.
Build and maintain operational processes for the teams’ growth and meeting KPIs.
Be the technical lead for complex and challenging technical issues as a focal point during escalations.
Constantly enforce and optimize the team’s processes to maximize productivity and efficiency.
Promote self-service plans to reduce the number of cases and improve efficiency.
Continuously monitor and adjust KPIs in order to meet the company objectives.
Onboarded and mentored new employees, enriched team training, and improved knowledge management processes.
Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation.

What You’ll Need:

3+ years of hands-on experience as a technical support engineer.
2+ years of managerial experience.
Experience in providing services to agreed SLAs.
Excellent technical, diagnostic, and troubleshooting skills.
Familiar with tools and frameworks such as databases (SQL/NoSQL), logging tools, system health monitoring tools, etc.
Ability to manage multiple tasks and priorities under high pressure.
Excellent customer and service orientation.
Strong verbal and written English and excellent interpersonal skills.

What’s in it for you?

Competitive compensation, including equity in one of the fastest-growing startups in the cybersecurity industry.
Yearly stipend towards your own professional development and personal growth.
A close-knit team that is super supportive, smart, and driven to build something great!
An amazing opportunity to get in on the ground level, have your voice heard, and make an impact across one of the top security companies!