Technical Lead Product Support

Technical Lead – Product Support

SecPod is a global, prevention-first cybersecurity company helping enterprises reduce cyber risk through proactive vulnerability and exposure management, automated remediation, endpoint security, and AI-driven cloud security. Through the Saner Platform, SecPod enables organizations to strengthen security posture across endpoints, networks, servers, and cloud environments.

At SecPod, the culture is flat, innovation-driven, and execution-focused, where curiosity is encoura-ged, ownership is valued, and ideas matter more than hierarchy.

Experience

8–12 years of experience in Technical Support roles within Cybersecurity, Enterprise Infrastructure, Security Products, or other Software Products.

Qualification: BE/MCA

Role

As the Technical Lead for Product Support, you will have the opportunity to support our customers while working with cutting-edge technologies in the dynamic cybersecurity space. In this role, you will be responsible for providing effective solutions to customer-reported issues while leading and mentoring the product support team. In addition to strong technical skills, excellent written and verbal communication, as well as strong presentation skills, are essential for effectively engaging with customers and internal stakeholders

Responsibilities

·      Act as a Technical Lead for Saner On-Premise and Cloud/SaaS environments.

·      Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution within a reasonable time.

·      Close monitoring of critical efficiency parameters such as First Response Time, First-time Resolution, Full Resolution time etc and keep them within permissible limits.

·      Evaluate the criticality, severity of the issues, and ensure that they are addressed observing the priority.

·      Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.

·      Manage the customer support team for 24x7 coverage and ensure adherence to Service License Agreement (SLA).

·      Effective interaction with the internal teams, as necessitated, for timely resolution of the issues.

·      Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

·      Continuity training of the team to keep abreast with the Product and dynamics of Cybersecurity.

·      Document all technical issues and create Knowledge-based Articles useful for the support agents and customers.

·      Analyse inputs from the customer related to Feature Enhancement requests and/or Bugs and provide necessary feedback to the Product Management team.

·      Monitor the progress of FRs and Bugs, in consultation with the Product Management Team.

·      Perform AWS monitoring and manage Cloud infrastructure.

·      Periodic upgrade of the On-Premise customers, as necessitated.

·      Create, modify and renew the Customer and Trial accounts, as required.

Skills

·      8-12 years of experience in Technical Tech Support roles in Cyber Security or Enterprise Software/Security/SaaS-based product companies with a demonstrated track record.

·      Good understanding of IT Infrastructure Management and Information Security and exposure to various security technologies.

·      Knowledge and troubleshooting of network and system security issues.

·      Experience in administering Unix/Linux, Windows, Mac systems, and Virtualization.

·      Hands on experience on Cloud and Virtualization. (AWS/Azure/vSphere/Hyper-V/AHV)

·      Quick adaptation to requisite software tools and ability to do basic data analytics.

·      Knowledge of Freshdesk or any other Ticketing Tool.

·      PowerShell/ Shell and Python scripting.

·      Data analytics for presentation and for improving the efficiency of Support.

·      Strong analytical and problem-solving abilities.

·      Exceptional communication [Verbal & Written (English)] and customer service skills.

·      Positive attitude and Perseverance.

Location

• Bangalore, India