Senior Technical Support Manager - Remote Eligible

Senior Technical Support Manager

Join a fast-growing global leader in cybersecurity, trusted by some of the biggest names in the industry. Nearly 33% of the world's top MSSPs rely on our platform, along with enterprises and government agencies, and that number continues to grow as more organizations recognize the value of next-generation security solutions.

At Stellar Cyber, we're at the forefront of AI-driven cybersecurity, leveraging automation to protect businesses from sophisticated threats. Our culture is built on diversity, openness, and collaboration, fostering creativity and innovation that make a real impact in the market.

We are seeking a hands-on Senior Technical Support Manager to lead and actively participate in advanced technical support operations for our SIEM and cybersecurity platform. This role is responsible for customer escalations, complex break-fix troubleshooting, and operational excellence, while also managing and mentoring a Global Support team.

The ideal candidate has deep technical expertise, thrives in high-severity incident scenarios, and leads by example—remaining actively engaged in ticket queues, on-call rotations, and customer-facing problem resolution.

Technical & Escalation Management:

• Act as the primary escalation point for critical and high-impact customer issues
• Lead and perform hands-on troubleshooting for complex break-fix scenarios involving:
• SIEM pipelines, log ingestion, parsing, normalization
• Network security, IDS/IPS, endpoint, and cloud telemetry
• Performance, scalability, and data integrity issues
• Participate directly in support ticket rotation, including on-call and weekend coverage
• Drive root cause analysis (RCA) and ensure corrective and preventive actions are implemented

Customer Engagement:

• Engage directly with customers during Severity 1 / business-impacting incidents
• Communicate clearly and confidently with security teams, architects, and leadership
• Set expectations, provide status updates, and lead incident resolution calls
• Translate technical findings into actionable customer guidance

Team Leadership & Operations:

• Manage, mentor, and develop senior and junior support engineers
• Establish and enforce support best practices, SLAs, and escalation processes
• Review and improve support workflows, tooling, and documentation
• Ensure consistent, high-quality customer experience across regions and shifts

Cross-Functional Collaboration:

• Work closely with Engineering, Product, DevOps, and SOC teams
• Advocate for supportability and operational readiness in new releases
• Provide feedback from customer issues to influence product improvements
• Assist with release validation, upgrades and complex customer deployments