Tier 3 Support Team Leader-5441

A leading cybersecurity company is looking for a Tier 3 Support Team Leader.

Key Responsibilities:

• Lead and manage a team of senior Tier 3 Support Engineers across the EMEA/APAC regions.
• Serve as a technical mentor, guiding the team through deep investigations involving network protocols, VPNs, cloud integrations, and Linux systems.
• Take full ownership of escalations from strategic enterprise customers, drive issue resolution, and ensure customer satisfaction.
• Collaborate cross-functionally with Product, R&D, Sales, and Customer Success teams to remove blockers and improve the customer experience.
• Lead internal projects, process improvements, and training programs to scale and enhance the team’s capabilities.
• Support global initiatives and coordinate with counterparts in the US to ensure 24/7 follow-the-sun support coverage.
• Represent the customer’s voice within the organization, identifying trends, recurring issues, and opportunities for improvement.
• Maintain a hands-on technical presence – this is a player-coach role.

Requirements:

• At least 3 years of experience leading a technical support or engineering team – preferably Tier 3 or a similar escalation team.
• Minimum 5 years of hands-on experience in technical support or customer engineering, preferably in B2B SaaS, cybersecurity, or networking.
• Deep knowledge of network protocols, VPNs (IPsec, SSL), BGP, firewalls, and cloud networking – a must.
• Strong experience with Linux, scripting (Python/Bash), log analysis, and troubleshooting distributed systems.
• Proven ability to lead teams under pressure, manage multiple priorities, and maintain technical depth.
• Excellent communication and collaboration skills, with the ability to work effectively with global and cross-functional teams.
• Strong customer-oriented mindset, commitment to excellence, and high sense of accountability.
• Experience managing remote or global teams – a strong advantage.
• Fluent English (spoken and written).