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HU
Manager, Technical Security Customer Operations (Cybersecurity Platform Support / MDR / SaaS Services Team Leader)
HUMANNew York City, United Statesfull_timeVerifiedPosted 23 Dec 2024
💰 $170,000/yr($130,000/yr – $170,000/yr)
About the role
HUMAN was founded in 2012 in a Brooklyn sci-fi bookstore by Tamer Hassan, Michael Tiffany, Dan Kaminsky, and Ash Kalb. Our humble beginnings led to the creation of the Human Defense Platform, the backbone of all our products that safeguards enterprises from sophisticated bots, fraud, and account abuse. Today we verify the humanity of more than 20 trillion interactions per week for some of the largest companies and internet platforms.
Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).
Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a market-changing merger, as well as recently acquired clean.io to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.
Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).
Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a market-changing merger, as well as recently acquired clean.io to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.
We Are Seeking:
- An established Manager, in a support, or customer driven technical services function, from a SaaS or cybersecurity product company
- Experience operating within or running a 24/7 on-call rotation
- A strong emphasis on fielding and resolving critical, high velocity customer incidents, adhering to SLA's, and/or driving managed detection and response (MDR) within a cybersecurity environment
- An understanding of technical aspects related to cybersecurity or software applications, as well as the ability to contribute to technical solutioning
What You'll Do:
- Lead, manage, and mentor a team of cybersecurity analysts, managing 24/7 support for our products.
- Maintain operations daily routine tracking team performance against SLAs and KPIs
- Supervising complex issues resolution and serving as an escalation point for critical issues and incidents externally, in front of customers, as well as internally.
- Collaborate with customers to understand their needs giving visibility to R&D and other teams on customer feedback.
- Provide regular updates to internal and external stakeholders including the senior leadership team on progress, updates, challenges.
- Contribute into internal processes and tools to improve efficiency taking ownership over the projects and initiatives.
- Improve our products’ self-serviceability by creating and updating our internal knowledge base and external documentation.
- Work closely with internal teams across customer success, product, and R&D to ensure smooth operations and customer satisfaction.
- Continuously seek potential improvements based on lessons learned and integrate them into the regular culture.
Who you are:
- A proactive, customer-centric leader with a passion for cybersecurity and innovations in tech.
- You have a proven track record of managing, motivating, and growing technical support teams in fast-paced, dynamic environments with at least 3 years being in a leadership role.
- With a focus on customer satisfaction, you thrive on solving complex problems, leading by example, and fostering a culture of ownership and accountability within your team.
- You are detail-oriented, skilled at building trust, and love to dive deep into technical challenges while maintaining a high level of communication and organization.
- Analytical-mindset, with experience in solving complex problems by analyzing large data sets using BigQuery, Kibana, Looker, etc.
- Fast learner, with a good understanding of how the Internet works, including strong expertise in web applications and WAFs is a plus, as well as knowledge of network protocols (TCP/IP, HTTP) and Javascript.
Key Attributes:
- Customer-First Attitude: You treat every customer with care and attention, ensuring that their needs are met at every step.
- Passionate & Curious: You're always eager to in
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