Unosecur is a Cloud Identity Threat Detection & Response platform providing the ability to discover, analyze, monitor and respond to cloud threats by protecting human and non-human identities (NHIs) tied to every resource across your cloud infrastructure at real time. We help security teams that are under tremendous pressure to keep pace with the velocity of new and emerging cloud security threats. As cloud infrastructure attacks continue to grow in breadth and scale, organizations need swift detection and response capabilities to immediate threats. Unosecur solves this with its unified identity security platform by protecting identities and their privileges at real time

We are seeking an experienced Manager to lead and manage a high-performing technical support team operating during shifts. The ideal candidate should possess strong leadership skills, extensive experience in managing technical support operations, and be willing to work in a 24x7 environment to ensure seamless customer service delivery. This role will be crucial in supporting global customers and ensuring timely, high-quality resolutions to technical issues.

WHAT YOU WILL BE DOING

Team Leadership: Lead and manage a team of technical support engineers,

providing guidance, mentorship, and support to ensure exceptional customerservice.Shift Management: Oversee night shift operations, ensuring optimal staffing,workload distribution, and timely responses to customer inquiries.Customer Escalations: Handle complex escalations, working closely withengineering, product, and other cross-functional teams to resolve high-priorityissues.Performance Monitoring: Establish and track key performance indicators(KPIs) for the team, including response times, resolution times, and customersatisfaction metrics. 24x7 Support Strategy: Contribute to the design and implementation of 24x7support processes, optimizing efficiency and ensuring alignment with globalsupport operations.Training & Development: Identify skill gaps within the team and coordinatenecessary training and development programs to enhance technical and softskills.Continuous Improvement: Drive continuous improvement initiatives,leveraging customer feedback and support data to optimize processes anddeliver a superior customer experience.Collaboration: Work closely with other regional support teams to ensureknowledge sharing and consistency across support operations globally.

Reporting: Prepare and present regular reports on team performance,operational challenges, and customer satisfaction to senior leadership.

WHAT YOU BRING 5-7 years of experience in technical support, with at least 3-5 years in a managerial or senior role

Proven track record of managing teams in a 24x7 support environment

Experience in Identity security technologies (such as AD, LDAP,SQL databases, Unix, AWS, GCP, Azure, IDP’s like ping or Okta, ServiceNow) is highly desirable

Leadership: Strong people management skills with the ability to motivate and develop a team

Customer-Focused: Demonstrated ability to handle customer escalations effectively and provide exceptional customer experience

Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to problem-solving

Communication: Excellent verbal and written communication skills, with the ability to interact with customers, stakeholders, and senior leadership

Process-Oriented: Experience in defining and optimizing support processes and performance metrics

Flexibility: Willingness to work night shifts and flexible hours to support global customers

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

If required for this role, you will:

• Complete security & privacy literacy and awareness training during onboarding and annually thereafter

• Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to):

Data Classification, Retention & Handling Policy

Incident Response Policy/Procedures

Business Continuity/Disaster Recovery Policy/Procedures

Mobile Device Policy

Account Management Policy

Access Control Policy