Global Technical Support Manager

Description

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.

Responsibilities

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

• 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 —Must
• Fluency in English (both written and spoken).
• Experience in MySQL - Must
• Bachelor's degree in Engineering / Cyber Security, or an equivalent qualification
• Experience with Cloud technologies, Containerization (Docker), networking, Linux and Kubernetes - Must
• Experience with OpenSearch, Grafana, and various analysis tools for troubleshooting - Must
• Experience in cybersecurity, with an emphasis on cloud environments.
• Ability to adapt and learn, working effectively both solo and within a team setting.