Technical Support Leader - Remote

Overview

At Axur, innovation is in our DNA. We're on a mission to make the internet safer by delivering external cybersecurity solutions to clients around the world. Our culture values autonomy, customer focus, and smart results within a flexible, collaborative environment.

In Short

• Leading, coaching, and developing a team of technical support analysts focused on our cybersecurity product.
• Managing the end-to-end support workflow using Salesforce as the central Service Desk tool.
• Creating and monitoring dashboards, KPI reports, and performance metrics such as SLA, CSAT, FCR, and average resolution time.
• Acting as the main escalation point (Tier 3/Escalation) for critical security incidents and complex customer issues.
• Identifying process bottlenecks and proposing automation or workflow improvements within Salesforce.
• Conducting 1:1 meetings, performance reviews, and continuous feedback sessions.
• Collaborating with Engineering, Product, and Customer Success to report recurring bugs and improvement opportunities.
• Ensuring the continuous update of internal and external Knowledge Base documentation.

Requirements

• Strong technical background in cybersecurity.
• Experience in managing technical support teams.
• Proficiency in using Salesforce for support operations.
• Ability to analyze and report on performance metrics.
• Excellent communication and leadership skills.

Benefits

• Fully remote position.
• Collaborative work environment.
• Opportunities for professional development.
• Inclusive selection process.