Careers

Technical Support Manager

Chennai (Hybrid)

As we build our US presence, it is imperative to seed Leaders into the team early in order to set standards and maintain quality. We are looking for a Chennai-based manager for Customer Support who is embedded under the broader Support team in order to conduct a seamless support methodology.

In addition, this leader will play a crucial role in providing mentorship and management coverage for other employees in the region. As we expand globally, we are seeking flexible and resilient leaders who are eager to grow alongside us. They will act as an extension of our US and International product/technical support teams and contribute to maintaining our company culture. We expect the successful candidate to align with our US shift schedule, working closely with the rest of the support team.

For this role, you should be comfortable working in a hybrid environment, which includes being in the Chennai office approximately 2-3 days a week to collaborate with the Team and to meet with our
clients.

Our ideal candidate

  • Overall experience of 8 to 10years.
  • Bachelor’s degree or equivalent.
  • Managed resources (both remotely and in person) in a technical support environment for an SAAS company for more than 3 years.
  • Strong problem-solving skills and the ability to diagnose and resolve technical issues.
  • Effective communication skills to collaborate with both technical and non-technical teams.
  • Mid-level technical knowledge in one or more of the following, or similar: AWS Cloud, Incident Response software or IT systems, REST APIs.
  • Demonstrated experience working across a range of technical end-users as well as business executives, including but not limited to IT security, CISOs, Risk Managers, Financial executives.
  • operational support systems; examples include Jira Service Management, HubSpot.
  • Demonstrated ability to communicate effectively verbally in meetings and in written technical documentation to drive cross-functional collaboration.
  • Managed and conducted technical coordination globally, including being managed remotely.
  • Ability to successfully manage multiple tasks and projects with high quality and grace under pressure, with a customer-centric mindset.
  • Comfortable to collaborate and/or ask for help from colleagues or leaders when stuck on a problem.
  • Commitment to full resolution and root cause analysis for a great customer experience.
  • Experience with incident management or cyber security a bonus.

Who You Are

  • You’re autonomous, accountable for what you do, and you use these values to drive decisions.
  • You take pride in what you do and who you do it with, win as a team.
  • You’ve got a spark that drives you - a competitive spirit and a collaborative nature that brings others along with you to win together.
  • You bring your A-game - striving to do your best work and work that sets the bar for others.

Within 12 months you would have

  • Mastered the CYGNVS platform, and suite of products.
  • Updated & maintained CYGNVS support playbook and knowledge base sourced from inbound customer support requests.
  • Maintained active engagement with stakeholders, including product management, engineering, commercial teams as well as external customers, to resolve time-sensitive and business-critical issues, including follow up until resolved.
  • Collaborated with customer success teams to assist and solve on customer/account level KPIs of escalated requests.
  • Assisted with the transformation of CYGNVS technical support & service maintenance model, to improve effectiveness and efficiencies for Solution Architects (implementation) and Customer Success (Account Management), and Sales.

What We Offer:

  • Competitive salary and comprehensive benefits package.
  • Opportunities for continuous career growth and development.
  • Exposure to cutting-edge technologies and advanced cybersecurity practices.
  • A dynamic, enjoyable work environment that recognizes and celebrates exceptional work.
  • Straightforward and transparent policies.

Join us at CYGNVS and become a crucial part of a team that values innovation, excellence, and enjoyment in crafting exceptional products. If you're fervent about software engineering and ready to make a significant impact, apply now!

To apply for this role, send your resume to mission@cygnvs.com.