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Technical Support Team Lead

1 week ago

Singapore Silverfort Full time

Silverfort is a cyber-security startup that develops a revolutionary identity protection platform. Using patented technology, our product enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers. In addition, we use advanced behavior analytics to apply adaptive authentication policies and prevent cyber-attacks in real time.
Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. We develop cutting-edge cybersecurity technology that solves urgent customer needs today and is also a game changer for years to come.
Silverfort's team includes exceptional researchers, engineers, and technology experts who successfully tackle some of the most complex challenges in cyber-security. Silverfort has happy customers worldwide, strong market validation (including several industry awards), strategic partnerships with the largest security vendors in the world, and significant funding from leading VCs.
We are seeking a dynamic and experienced Technical Support Team Lead to join our expanding team across the APAC region. In this role, you will not only manage and lead the support team but will also actively participate in Tier 2 technical support tasks and escalations.
Responsibilities
Lead and scale a 24/7 support team, handling both Tier 1 and Tier 2 support
Hire, train, and develop new team members, instill motivation and passion for delivering excellent support
Implement best practices for high-quality customer support
Develop and implement tools and procedures to optimize support operations
Manage escalations and assist the team with complex issues
Stay updated on new features and changes to inform the team
Actively handle Tier 2 support, resolving complex customer issues
Provide hands-on technical investigations and collaborate with other technical teams to troubleshoot and resolve issues
Collaborate with other technical teams for troubleshooting
Work with R&D, Field & Sales Engineers, and Customer Success for seamless customer onboarding and support
Enhance internal knowledge base articles and processes
Requirements
At least 2 years of people management experience.
Minimum of 3 years of experience in a technical support role.
Strong knowledge of networking -
a must
Background in Cyber Security or Identity/Authentication is highly advantageous.
Ability to understand and resolve technical issues independently.
Proven experience with Linux and Windows environments.
Familiarity with Active Directory - an advantage
Experience working with ticketing and support systems.
Excellent communication and problem-solving skills.
Proficient in English, both written and spoken.
Ability to thrive in a fast-paced and changing environment, take initiative, and adapt quickly.
Creative, hands-on approach to challenges.
Willingness to travel up to 10% of the time.
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