Technical Support Team Lead

Description

Paragon is a fast-growing cybersecurity startup, revolutionizing the industry with a groundbreaking product.

We're looking for a passionate, experienced, and technically savvy Support Team Lead to manage our Technical Support team. If you're excited about solving complex challenges, collaborating with cutting-edge clients, and leading a high-performance team—this role is for you! In this position, you'll lead a highly technical team that works closely with defense-related and security-focused clients. Your role will combine hands-on technical problem-solving, strategic planning, and fostering client relationships to ensure that customers succeed and are satisfied.

Responsibilities

• Hire, lead, coach, and develop the technical support team, building a culture of excellence and accountability.
• Handle complex technical issues, including system troubleshooting and advanced problem-solving.
• Act as a technical escalation point, ensuring critical incidents are handled effectively and promptly.
• Collaborate closely with NOC, Technical Account Managers, R&D, and Infrastructure teams to ensure system stability and customer satisfaction.
• Maintain a deep understanding of client systems, ensuring seamless integration and long-term stability.
• Provide hands-on technical guidance and assist in resolving real-time issues in operational environments.

Requirements

• 3+ years of proven experience managing technical support teams.
• 5+ years of hands-on experience in a technical support or Tier 3/4 role.
• Advanced experience with Linux/Unix systems.
• Proficiency with Docker/Kubernetes.
• Working knowledge of SQL/NoSQL databases and basic query writing.
• Strong understanding of networking concepts, including firewalls and network protocols.
• Exceptional troubleshooting and multitasking abilities.
• Strong interpersonal and communication skills, with fluency in spoken and written English.

Nice to Have:

• Programming experience in Python or Ansible.
• Experience with Bash scripting.
• Familiarity with ticketing and CRM systems (e.g., Zendesk, Jira).
• B.Sc. in Computer Science, Engineering, or equivalent technological experience.