Technical Support Manager

**Company Overview**:
Join us in the exciting growth of Hackuity We are a European cybersecurity startup recognized for our technical expertise and innovative solutions. Our platform provides a global and continuous view of IT vulnerabilities, helping companies manage their security posture and compliance obligations. With more than 50 subscribers, a fundraising of €12M in March 2022, and offices in France (Lyon, Paris) and in Asia (Singapore) Hackuity is expanding rapidly.
Vos missions

Are you passionate about technology, cybersecurity, and delivering top-notch customer support? Join Hackuity, a leading software company revolutionizing cybersecurity, as a Technical Support Manager in our Singapore office
As a Support Manager, you’ll play a pivotal role in ensuring our customers’ success through excellent technical and functional support. Your responsibilities will include:

- Customer Support: Provide exceptional L1 functional and technical support to ensure customers are comfortable using the Hackuity solution.
- Incident Management: Diagnose, resolve, and track incidents to maintain service excellence.
- Troubleshooting: Address and resolve technical issues remotely or onsite.
- Traceability: Ensure the traceability of actions in the incident management tool
- Documentation: Develop and maintain technical documentation to assist both internal teams and customers.
- Collaboration with R&D: Identify new features and platform improvements, contribute to design specifications, and support development teams.
- Supervision of support activity (incident management and prioritization, reporting, continuous improvement).

If you have a clear technological vision and are interested in new development methodologies and modern architectures to provide the best solutions, this position is ideal for you
Vos compétences
**Job Requirements**:
We’re seeking a dynamic professional with the following must-have qualifications:

- Bachelor’s or master’s degree in computer science, Engineering or a related field
- Between 3 and 8 years of IT support experience
- Strong team player with a curious, analytical mind, rigorous, demanding, and structured approach
- Experience with customer support tools such as Zendesk
- Excellent verbal, written communication and presentation skills in English
- Confident and skillful listening skills
- Collaborative mindset with the ability to work across cultures and time zones

Our future team member has a “good head on one's shoulders” and the following desirable skills:

- Understanding of how technology platforms operate.
- Understanding of what support is in a B2B SAAS company.
- Proficiency in an ASEAN local language apart from English (e.g., Mandarin, Bahasa/Malay, Thai, or Vietnamese) is a plus.
- Proficiency in scripting language (Python) and webservices API is a plus.

Avantages
**What we offer**:
**Salary**: SGD 70-95 K (package base salary + variable target based on quota achievement)
**Type of Contract**: Permanent, Full-Time
**Location**: Singapore
**You’ll enjoy**:

- Possible part-remote work or full remote/work from home
- Opportunities to work on cutting-edge technologies
- A company that is immersed in the cyberculture
- Technical referents who listen and care about the quality of the projects carried out
- Flexible working hours
- High-quality offices in an ideal location

Why join Hackuity?
At Hackuity, you’ll be part of a team that values innovation, collaboration, and personal growth. As a fast-growing start-up with an international presence, we’re dedicated to creating solutions that make a difference in the cybersecurity landscape. Joining us means being part of an exciting journey, where your contributions are valued, and your career aspirations are supported.
Application process
Our recruitment process is designed to be transparent and efficient:
1\. Initial HR interview via Teams
2\. Follow-up interview with the APAC Sales Engineer team.
3\. Last interview with our global Head of Operations