Cyera is looking for an Operations Manager to build, scale, and continuously improve the operating system of the Global Technical Support organization. This role will own the processes, tooling, data, governance, and automation that enable Support to deliver fast, consistent, high-quality customer outcomes at scale.
You will be responsible for the operational backbone of Technical Support, including AI and automation, workforce management, ticket routing, ticket taxonomy, dashboarding, quality audits, and tooling ownership. You will partner closely with Technical Support leadership, Support Engineers, Customer Success, Office of the CTO, Product Management, R&D, IT/Business Systems, Documentation, and Enablement to ensure Support operates with clarity, accountability, and measurable performance.
About the Role
The Technical Support organization is scaling to meet Cyera's rapid growth and the increasing complexity of customer needs. As the Operations Manager of Technical Support, you will be responsible for designing and managing the operational frameworks that drive team efficiency, scalability, and a world-class customer experience.
You will be expected to combine hands-on operational execution with strategic process design. The ideal candidate is highly analytical, systems-oriented, comfortable working across Zendesk/ServiceNow, Jira or similar platforms, and experienced in building Support operations processes in a fast-growing B2B SaaS or cybersecurity environment.
Key Responsibilities
- Automation: Own the Support automation roadmap and implement opportunities for triage, routing, and deflection to improve efficiency.
- AI-First Approach: translating operational pain points into AI-assisted workflows that improve speed, consistency, data quality, and team efficiency.
- Ticket Routing Model: Design and optimize the Support ticket routing model by tier, severity, and skill set to accelerate resolution.
- Ticket Taxonomy: Own the ticket taxonomy and governance for issue categorization to enable meaningful trend analysis and product feedback.
- Backlog Governance: Own the governance model for backlog health, ensuring clear ownership, status, and proactive reduction mechanisms.
- Dashboarding & Reporting: Own operational reporting to provide visibility into team performance, customer experience, and automation impact.
- Capacity Planning: Maintain a data-driven capacity model based on volume, complexity, and growth to forecast hiring needs.
- Quality Audits: Design and manage the Support quality audit program to improve communication standards and technical outcomes.
- Tooling Ownership: Own the operational configuration and governance of tools used by the Support organization
- 5+ years of experience in Technical Support / Customer Experience Operations, Business Operations, or a related function.
- Bachelor’s degree in Business Administration, Operations Management, Information Systems, Computer Science, Engineering, Data Analytics, or a related field, or equivalent practical experience.
- Experience operating in a B2B SaaS, cloud, enterprise software, cybersecurity, or technically complex support environment.
- Strong understanding of Technical Support tickets workflows, including intake, triage, severity management, SLA management, escalation, and backlog management
- Experience with Support platforms such as Zendesk, Jira, SFDC, Intercom, ServiceNow, or similar systems.
- Hands-on experience with automation platforms such as Torq, Make, Zapier etc.,
- Proven experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve customer experience and operational efficiency and productivity
- Strong process design skills with the ability to turn ambiguous operational problems into scalable workflows.
- Excellent written and verbal communication skills.
- High accountability, operational discipline, attention to detail, and ability to drive execution in a fast-moving environment.
Preferred Qualifications - Experience in the Following:
- Cybersecurity, data security, cloud infrastructure, or enterprise B2B SaaS.
- Designing ticket taxonomy, quality audit programs, or support performance scorecards.
- Supporting a global or follow-the-sun Technical Support organization.
- Partnering with Engineering on escalation workflows, Jira quality, defect trends, and product supportability.
- BI tools such as Looker, Tableau, Sigma, Power BI, or similar.
- Familiarity with SQL, data modeling, or advanced spreadsheet-based operational modeling.
- Experience in a high-growth startup or scale-up environment.
Skills Required
- 5+ years of experience in Technical Support, Customer Experience Operations, Business Operations, or related function
- Bachelor's degree in Business Administration, Operations Management, Information Systems, Computer Science, Engineering, Data Analytics, or related field, or equivalent practical experience
- Experience operating in a B2B SaaS, cloud, enterprise software, cybersecurity, or technically complex support environment
- Strong understanding of technical support ticket workflows including intake, triage, severity management, SLA management, escalation, and backlog management
- Experience with support platforms such as Zendesk, Jira, SFDC, Intercom, ServiceNow, or similar systems
- Hands-on experience with automation platforms such as Torq, Make, Zapier
- Proven experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve customer experience and operational efficiency
- Strong process design skills with ability to turn ambiguous operational problems into scalable workflows
- Excellent written and verbal communication skills
- High accountability, operational discipline, attention to detail, and ability to drive execution in a fast-moving environment
- Experience with BI tools such as Looker, Tableau, Sigma, Power BI, or similar
- Familiarity with SQL, data modeling, or advanced spreadsheet-based operational modeling
- Experience designing ticket taxonomy, quality audit programs, or support performance scorecards
- Experience supporting a global or follow-the-sun Technical Support organization
- Experience partnering with Engineering on escalation workflows, Jira quality, defect trends, and product supportability
- Experience in a high-growth startup or scale-up environment
- Background in cybersecurity, data security, cloud infrastructure, or enterprise B2B SaaS
Cyera Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cyera and has not been reviewed or approved by Cyera.
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Fair & Transparent Compensation — Pay is considered competitive across roles, with posted salary bands and strong base/OTE signals in key functions. Visible ranges and attractive totals in senior engineering and sales reinforce a compelling cash foundation.
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Equity Value & Accessibility — Equity via RSUs/options is positioned as a meaningful part of total rewards with notable upside potential. An employee tender offer program enables liquidity on vested shares, improving practical access to equity value.
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Wellbeing & Lifestyle Benefits — Perks span meal stipends, stocked kitchens, commuting support, wellness programs, and remote office reimbursements. Additional supports like learning stipends and flexible workspace memberships add everyday utility.
Cyera Insights
What We Do
Our platform gives organizations a complete view of where their data lives, how it’s used, and how to keep it safe, so they can reduce risk and unlock the full value of their data, wherever it is. Backed by more than $1.7 billion in funding from top-tier investors including Accel, Blackstone, Coatue, Cyberstarts, Georgian, Lightspeed, and Sequoia, Cyera’s unified data security platform helps businesses discover, secure, and leverage their most valuable asset - data - and eliminate blind spots, cut alert noise, and protect sensitive information across the cloud, SaaS, databases, AI ecosystems, and on-premise environments.
Why Work With Us
Cyera's culture focuses on growth - for our employees, for our customers, and for our business. Our team is a collaborative, empowering group of innovators looking to make a lasting impact. We offer flexible work options, an unlimited vacation policy, and are dedicated to making our team successful.
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