Support Leader

Key Responsibilities

• Build and lead a high-performing global Support team (currently India-based; manage future expansion plans in North America).
• Define the support model for a scaling security/identity platform with mission-critical use cases.
• Own the global support strategy, including staffing, processes, tooling, reporting, and customer experience.
• Drive day-to-day operations: ticket volume management, SLAs, escalations, and queue health.
• Lead the rollout and optimization of Freshdesk across teams, integrating CSMs, engineering escalation paths, and self-service.
• Establish and enforce SLA/SLO frameworks, incident management processes, and on-call rotations.
• Introduce metrics-driven performance management (CSAT, FCR, MTTR, backlog trends, etc.).
• Act as the executive escalation point for high-priority customer issues, including large enterprises and government clients.
• Ensure consistent, timely, and high-quality communication with customers during incidents and outages.
• Collaborate with Customer Success to ensure support readiness for new deployments, pilots, and rollouts (across Passwordless product line, Identity Verification).
• Partner with Implementations to ensure smooth handoffs, standardized runbooks, and post-go-live readiness.
• Work closely with Product & Engineering to drive bug triage, root cause analysis, and quality improvements.
• Cook up with Cloud/DevOps for incident response and maintenance windows.
• Develop and maintain an internal knowledge base and external customer-facing help center.
• Introduce training and certification pathways for support engineers.
• Implement systems for proactive monitoring, early issue detection, and reduction of repetitive support requests.
• Improve stability and resilience by collaborating on product and platform feedback loops.

Requirements

• Experience: 8+ years in Technical Support or Customer Support roles, including 3+ years managing support teams. Experience supporting enterprise SaaS platforms (identity, security, IAM, CIAM, MFA, or adjacent domains strongly preferred). Background supporting customers with high-availability, mission-critical workloads. Demonstrated ability to operate in a scale-up environment and build process maturity.
• Skills & Competencies: Strong understanding of authentication, MFA, identity verification, SSO/OIDC/SAML, and related concepts (or willingness to ramp quickly). Exceptional leadership, communication, and crisis management skills. Ability to collaborate cross-functionally with Engineering, Product, CS, and Implementations. Experience designing and managing on-call rotations and 24/7 support coverage. Proficiency with modern support tools (Freshdesk preferred).
• Mindset: Customer-first, always. Bias toward action and continuous improvement. Calm under pressure with strong executive presence. Passion for scale, structure, and building world-class processes.

Nice-to-Have

• Experience supporting government customers (FedRAMP environments preferred).
• Experience in identity, cybersecurity, or fraud prevention products.
• Previous involvement in implementing new support tools or migrating from legacy systems.

Benefits

• Hybrid work model with flexibility.
• Competitive compensation and performance-based incentives.
• Comprehensive benefits package including health, dental, vision, 401(k), and more.