Company

Join the team that is protecting organizations from new and emerging cybersecurity threats.

Cyberpion is a pioneer in EASM, an emerging area in cybersecurity dedicated to helping organizations uncover vulnerabilities in their external attack surface. We’re looking for creative innovators who share our passion for protecting the world from the risks inherent in hyperconnected online attack surfaces.

Our culture is guided by respect, transparency, collaboration, and results.

Sound like something you want to be a part of? We’re always looking for the best and the brightest to join our team!​

Our Open Positions

Senior Customer Support Manager

Israel · Full-time · Senior

About The Position

Senior Customer Support Manage

About The Position

 As a senior customer support manager, you’ll be the one making sure that all existing customers’ issues are properly and thoroughly handled by the various relevant stakeholders.

You will be working at fast-paced startup, servicing global enterprise clients worldwide and enjoying a diverse, dynamic culture, building next generation cyber security technology.

 

Roles & Responsibilities

  • Build the company’s customer support standard playbook
  • Work closely with R&D and Product teams to resolve complex technical issues, document product defects and feature requests, and influence the product roadmap by identifying patterns based on data-driven analysis of support tickets and customer feedback.
  • Collaborate with Customer Success and Sales teams on product issues impacting customers in compliance with SLA requirements, drive key escalations internally, and join escalation calls with customers as needed.
  • Implement a critical incident response workflow to identify incidents impacting multiple customers, assign the appropriate severity level, and provide a post-resolution root cause analysis for affected customers.
  • Participate in the product release cycle to ensure support readiness requirements are met and the Technical Support team is trained on new features.

What You Need

  • Prior technical experience around Cyber security subject matters (web / network security).
  • 5+ years of experience providing world-class customer support as a support engineer and/or manager to enterprise organizations for Security and SaaS platforms, with a proven ability to effectively prioritize and escalate customer issues, take full ownership and drive rapid resolution, focus on customer experience, and minimize customer impact.
  • Excellent technical skills: Log Analysis, Troubleshooting of Bug Reports.
  • Excellent written and verbal communication skills, including communicating technical concepts clearly and effectively.
  • Native fluency in English is mandatory.

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