Technical Support Team Lead

Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you’ll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.

We’re looking for a highly skilled Technical Support Team Leader to lead the charge in troubleshooting complex technical issues, ensuring exceptional customer satisfaction, and providing strategic solutions. You’ll play a key role in documenting solutions, escalating critical cases, and leveraging your cloud expertise to deliver unparalleled support and build strong, lasting relationships with our customers

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Responsibilitie

• s Lead and mentor team members, provide guidance on complex cases, help prioritize workloads, and contribute to continuous improvement of support processe
• s.Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issue
• s.Diagnose and resolve technical problems, escalating complex issues to R&D or Product when neede
• d.Build strong relationships, educate customers on product features, and maintain a professional, supportive ton
• e.Create and update support documentation while logging all interactions in the support syste
• m.Enhance skills through ongoing training to maintain technical excellence and deliver top-tier suppor

t.Requirements

• : At least 5 years of experience in similar roles such as Technical Support, Technical Account Manager, or Escalation Engineer (excluding internal IT support roles), with a minimum of 2 years in a leadership role —Mu
• stFluency in English (both written and spoken
• ).Experience in MySQL - Mu
• stBachelor's degree in Engineering / Cyber Security, or an equivalent qualificati
• onExperience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Mu
• stExperience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Mu
• stExperience in cybersecurity, with an emphasis on cloud environment
• s.Ability to adapt and learn, working effectively both solo and within a team settin