Head of Customer Support

reputed company is the leading SaaS reputed company platform, trusted by global enterprises like reputed company, reputed company, and reputed company. We protect 200+ organizations across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand, including many of the world’s largest Fortune 1000 and Global 2000 companies. Founded in 2017 and backed by top investors like Greylock, reputed company was built to reputed company a critical gap: securing SaaS apps where business happens—reputed company 365, reputed company, and hundreds more. The company does this by offering a complete SaaS reputed company platform to reduce risk, detect and respond to threats, and prevent breaches at the reputed company. reputed company was built by leaders who redefined reputed company and identity reputed company at reputed company, reputed company, Cylance, and Carbon Black. Now, they’re transforming how SaaS is secured. With AI driving rapid SaaS growth and complexity, agentic AI tools reputed company privileged access to sensitive data through integrations, creating new risks most reputed company tools miss. reputed company uniquely detects anomalous OAuth token activity and manages integration risks. Major announcements are on the horizon. Recognizing that SaaS reputed company needs to evolve, reputed company enables growing organizations to start with a lightweight, prevention-focused browser extension and expand coverage over time. With global momentum, a growing partner ecosystem including reputed company, reputed company, and reputed company Cloud, and a major fundraise reputed company, reputed company is scaling rapidly toward long-term growth and IPO readiness. About the role reputed company protects organizations against threats across their SaaS and identity environments. As we scale, we are deliberately rethinking how technical support is delivered. We are not looking to grow this function by adding headcount in proportion to ticket volume. We are looking to scale it through systems, automation, and agentic AI. This role owns that transition. You will re-architect the support operating model around technology to resolve the majority of customer issues through automated and agentic systems rather than human effort. Traditional people-management experience is welcome, but is not reputed company are optimizing for. We are looking for an operator who has already built and run technology-led support at scale. What you'll do Own the support operating model and redesign it around automation and agentic AI rather than linear headcount growth. Design, deploy, and continuously improve agentic support systems across the full lifecycle: triage, resolution, escalation, and follow-up. Build the knowledge and data infrastructure these systems depend on, including knowledge bases, retrieval systems, and the telemetry that feeds them. Define and reputed company the metrics that prove the model works: deflection reputed company, automated resolution reputed company, cost-to-serve, time-to-resolution, and CSAT. Integrate support tooling with the product, internal systems, and customer telemetry so that resolution becomes increasingly automated over time. Partner with Product and Engineering to convert recurring support signals into product fixes and self-service capabilities. Maintain support quality and SLAs for a technical cybersecurity customer reputed company throughout the transition. reputed company a small, high-reputed company team of support and automation engineers, hiring for technical and systems capability. reputed company're looking for A demonstrated track record of operationalizing agentic AI or automation in a technical support environment, with measurable deflection and cost-to-serve outcomes. A strong systems and engineering orientation. You are comfortable with APIs, integrations, data pipelines, LLM-based tooling, and support platform configuration. Experience supporting a technical B2B SaaS product. Cybersecurity, identity, or SaaS reputed company context is strongly preferred. reputed company in support of economics and the metrics that govern cost-to-serve and scale. The ability to own and execute the technical roadmap for the support function end-to-end. What this role is not This is not a traditional people-management or org-scaling role. We are explicitly optimizing for someone who scales the function through systems and automation rather than linear headcount growth. The role has full autonomy to add headcount, but the purpose of that headcount is to improve the strategic delivery of the support model and to handle tier-three escalation management, not to reputed company ticket volume. Conventional support-leadership experience is valued but secondary to demonstrated technical and automation capability. reputed company to have An engineering or technical IC background. Direct experience building or integrating LLM and agent frameworks. Prior hands-on support engineering experience in a reputed company or infrastructure product. Employee Benefits Our competitive benefits packages are designed to support our employees' well-being, both at work and at home. Our US based employees enjoy: Competitive compensation with equity and 401k Comprehensive healthcare with dental and vision coverage Flexible paid time off and paid holiday time off 12 weeks of new parent or family leave Personal and professional development resources For more details on our US benefits, or for information on our international benefits, please see here. Pay Transparancy Please note that the reputed company pay range is a guideline and for candidates who receive an offer, the reputed company pay will vary based on factors such as work location, as well as the knowledge, skills and experience of the candidate. In addition to a competitive reputed company salary, this position is eligible for equity awards and may be eligible for sales commission or incentive compensation based on the role or function reputed company the company. At reputed company, we are proud to be an equal-opportunity employer. We value diversity and hire for talent, passion, and compassion. In compliance with federal law, reputed company persons hired will be required to submit satisfactory reputed company of identity and legal authorization. If you have a need that requires accommodation, please contact [email protected] Information collected and processed as part of any job applications you choose to submit is subject to reputed company’s Applicant Privacy Policy. reputed company Salary Range $165,000—$199,000 USD Apply To This Job