Tech Lead, Customer Support

Accountabilities:: Lead, coach, and develop a team of five support engineers, including performance management, career development, hiring, and ongoing team growth. Own daily support operations, including case prioritization, workload allocation, team coverage, escalation paths, quality standards, and customer communications. Serve as the technical lead for complex and high-priority customer escalations, investigating issues alongside engineers, developing clear technical assessments, and coordinating resolution with Product and Engineering. Build deep expertise across the platform and the SaaS, identity, API, integration, and security environments used by customers. Strengthen the team's technical capabilities through case reviews, troubleshooting guidance, documentation, knowledge sharing, and hands-on coaching. Represent Support during critical customer situations, providing clear updates, managing expectations, and maintaining ownership through final resolution. Identify recurring customer issues and collaborate with Product and Engineering to drive product improvements, better diagnostics, and enhancements to the overall support experience. Partner with teams developing agentic AI capabilities to introduce new support workflows, train engineers, and provide feedback based on real customer cases. Monitor support quality and operational performance, including resolution times, SLA performance, customer satisfaction, and automation impact. Use support data and customer feedback to identify opportunities to improve team efficiency, service quality, and operational processes. Balance hands-on technical involvement with people leadership, ensuring the team maintains strong customer focus and technical standards. Requirements: Significant hands-on experience supporting complex B2B SaaS, cybersecurity, identity, infrastructure, or similarly technical products. Strong technical troubleshooting capabilities, including investigating ambiguous issues, working across APIs and integrations, interpreting logs and product behavior, and collaborating effectively with Engineering teams. Experience leading a small technical team, either through direct people management or as a technical lead with meaningful coaching and operational responsibilities. Strong judgment when managing customer escalations, with the ability to balance technical investigation, urgency, prioritization, and clear communication. Demonstrated ability to develop engineers, provide constructive feedback, and improve team processes while remaining closely connected to technical work. Experience using support metrics to identify operational issues, improve service quality, and increase team efficiency. Practical interest in automation and AI-driven support workflows, with an understanding of where human expertise and judgment remain essential. Experience with SaaS security, identity management, OAuth, SAML, or enterprise application integrations is preferred. Experience supporting security incidents or other time-sensitive customer issues is a plus. Previous experience implementing automation, AI, self-service, or similar capabilities within a support organization is advantageous. Strong communication, collaboration, ownership, and problem-solving skills. Ability to work effectively in a fast-paced environment while maintaining a high standard of customer service and technical quality. Benefits: Base salary range of $165,000–$199,000 USD . Eligibility for equity awards. 401(k) retirement benefits. Comprehensive healthcare coverage, including dental and vision. Flexible paid time off and paid holiday time off. 12 weeks of new parent or family leave. Personal and professional development resources. Remote work within the U.S. East/Central region, with the role supporting candidates based in or around New York City, Dallas, or Philadelphia . Opportunity to work in a growing cybersecurity environment focused on SaaS, identity, enterprise applications, automation, and agentic AI. A leadership role combining technical problem-solving, team development, customer advocacy, and operational improvement. Employment requires satisfactory proof of identity and legal authorization to work in the United States.