Responsibilities
- Drive Operational Excellence
- Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics (response time, resolution time, customer satisfaction, backlog health, etc.)
- Analyze support trends and data to identify process gaps, improve efficiency, and implement scalable solutions
- Ensure consistent global handover quality and follow-the-sun support across regions
- Maintain appropriate staffing levels through workforce management and shift coverage
- Lead and Develop a High-Performing Team
- Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence
- Conduct regular 1:1s, performance reviews, and skill assessments; build individual development and training plans
- Foster a culture of curiosity, accountability, and customer-first thinking
- Lead by example in managing difficult situations, guiding technical investigations, and resolving escalations
- Handle and Prevent Escalations
- Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution
- Partner closely with Engineering, Product, and Incident Response teams to drive root cause analysis and post-incident reviews
- Build repeatable playbooks and escalation frameworks that improve consistency and reduce time-to-resolution
- Contribute towards writing formal customer facing reports (CFRs), which are technical root cause deep dive documents
- Elevate Technical Excellence
- Be a hands-on technical leader capable of reviewing and advising on complex cases across networking, DNS, WAF, Zero Trust, and performance
- Support engineers through technical case reviews, troubleshooting guidance, and cross-training
- Contribute to internal knowledge articles, diagnostic scripts, and best practices
- Collaborate Cross-Functionally
- Partner with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements
- Represent the voice of the customer in operational reviews and feedback loops
- Lead or contribute to support transformation projects that enhance our tools, automation, and customer experience
- Confidently communicate and narrate complex technical issues with different levels, such as C level execs, technical experts, etc.
Requirements
- 10+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment
- 3+ years of people management experience leading technical teams of 5+ engineers across multiple locations
- Proven record of meeting or exceeding operational KPIs and driving continuous improvement
- Strong technical foundation with deep understanding of: Internet technologies: DNS, SSL/TLS, HTTP/S, TCP/IP, networking layers (OSI model)
- Troubleshooting tools: curl, dig, traceroute, nslookup, tcpdump, logs, and API diagnostics
- Experience with Linux command line, scripting, or automation tools is a plus
- Experience managing 24x7 global support operations and incident escalation frameworks
- Exceptional communication and stakeholder management skills; able to translate technical issues into business impact
- A data-driven mindset: confident using metrics to guide performance, planning, and process improvements
- Passion for developing people, scaling teams, and creating a culture of excellence
Nice to Have
- Experience supporting security, CDN, Zero Trust, or performance optimization products
- Fluency in one of the following languages: Mandarin, Korean, Japanese
- Prior experience in start-up or hyper-growth environments where agility and innovation are key
Team
Structure: team of talented engineers
