Global Support Manager

At Cycode, we are on a mission to bring peace of mind to businesses by helping them deliver safe code faster. Trusted by security teams worldwide, we have a proven track record of success and a culture that values world-class talent. Our platform combines state-of-the-art technology with cutting-edge design to provide seamless and secure experiences for our users. We are growing rapidly and looking for passionate, talented individuals to join our dynamic team.

Cycode was founded in 2019 and is backed by top venture capital firms YL Ventures and Insight Partners. We’ve received numerous awards and recognition, including being named one of the top cybersecurity startups in the Cyber Defense Magazine Top 100 (2020), Accel 2021 Euroscape Top 100, Analytics Insight’s “Top Cybersecurity Companies to Watch in 2021,” winner of the 2021 Cyber Defender Award, and a finalist for the 2021 CISO Choice in Application Security. In 2023, we won Cyber Defense Magazine's Top Infosec Innovator. Most recently, Cycode was recognized in the 2025 Gartner Market Guide for Software Supply Chain Security.

Key Responsibilities:

Strategic Leadership

• Refine and implement a comprehensive customer support strategy aligned with company goals and customer needs.
• Refine and report on key performance indicators (KPIs) and service level agreements (SLAs) for the support organization.
• Analyze support metrics and customer feedback to identify trends, areas for improvement, and opportunities for proactive support.
• Collaborate with Customer Success, Product, Engineering, and Sales teams to ensure seamless customer journeys and effective issue resolution.
• Stay abreast of industry best practices in customer support and application security trends.

Team Management & Development

• Recruit, train, and mentor a team of highly skilled and customer-focused support professionals.
• Foster a culture of continuous learning, professional development, and customer advocacy within the support team.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Ensure adequate staffing levels and efficient resource allocation to meet customer demand.

Technical Excellence

• Develop and maintain in-depth knowledge of Cycode to effectively troubleshoot and resolve customer issues.
• Stay updated on product enhancements, new features, and industry best practices
• Serve as a technical escalation point within the Global Support Team

Operational Excellence

• Optimize support processes, workflows, and tools to improve efficiency, effectiveness, and customer satisfaction.
• Oversee the management of our knowledge base, FAQs, and self-service resources to empower customers.
• Implement and manage support technologies (e.g., ticketing systems, remote support tools).
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Develop and maintain documentation for support procedures and policies.

Customer Experience

• Champion a customer-centric approach throughout the organization.
• Act as a voice of the customer within the company, advocating for product improvements and enhancements based on support insights.
• Proactively identify opportunities to enhance the customer experience and build strong customer relationships.

• 10+ years of experience in customer support or technical support roles in a B2B SaaS environment, with 3-5 years in a leadership position within a global team.
• Strong understanding of application security and/or DevOps concepts, technologies, and products.
• Knowledge of Git and its processes.
• Strong troubleshooting and debugging skills.
• Proven ability to build, manage, and scale high-performing global support teams.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to develop and execute strategic initiatives.
• Experience with support technologies and CRM systems, including Zendesk, Jira, and Planhat.
• Strong analytical and problem-solving skills.