Technical Support Manager

About Us 

Titania’s multi-award-winning risk-based vulnerability management (RBVM) and network exposure management software has been used by elite cyber teams for over a decade to safeguard critical infrastructure. Its Nipper solutions prevent attacks and network disruptions by transforming the readiness, resilience and recoverability of critical network infrastructure. 

We are on an exciting growth trajectory and are looking for a Technical Support Manager to lead, build, and scale our support function. Today, we have a small, talented customer support team — tomorrow, we need an enterprise-ready, 24/7 global support operation that ensures great customer experience and satisfaction at scale. You will play a hands-on leadership role in making this vision a reality. 

Position Overview 

As the Technical Support Manager, you will own the strategy and execution of our support operations. In the short term, you will lead and mentor our existing team and establish scalable processes, including developing an online customer community to foster technical advocacy. In parallel, you will design and implement a hybrid model that combines internal expertise with an outsourced first-line support function, ensuring 24/7 coverage and high-quality enterprise-grade support. 

You will work closely with Engineering, Product, Customer Success, Marketing and external partners to ensure seamless delivery of support and a world-class customer experience. 

Key Responsibilities 

Build & Scale 

• Define and execute a roadmap to scale support operations in line with company growth and enterprise customer expectations. 

• Identify, select, and manage outsourced support partners to deliver first-line 24/7 support, ensuring quality and alignment with our brand and standards. 

• Develop support structure, including staffing plans, processes, tools, KPIs, and knowledge base. 

• Create an online community space in conjunction with Marketing to foster technical advocacy and provide feedback for our solutions roadmap. 

Lead & Manage 

• Lead, mentor, and manage the current customer support team (2 engineers), building team culture, capabilities, and career paths. 

• Hire and grow the customer support function, including technical specialists, support engineers, and future team leads. 

 Operational Excellence 

• Implement and manage support processes, SLAs, and workflows to ensure timely and effective issue resolution. 

• Own and monitor key support metrics (SLAs, CSAT, NPS, first response/resolution times) and drive continual improvement. 

• Act as an escalation point for complex and high-priority issues, collaborating with Engineering and Product teams. 

• Develop and maintain support documentation, training materials, and a robust knowledge base. 

Collaboration & Customer Advocacy 

• Partner with Account Management, Product, and Engineering to ensure great customer experience is represented in driving product improvements. 

• Collaborate with Sales and Account Management to support enterprise customer needs and onboarding. 

Qualifications 

Required 

• 5+ years of experience in technical support for software products, including 2+ years in a leadership role. 

• Proven experience building and scaling a support team or function in a growing company. 

• Experience managing outsourced support partners or hybrid support models. 

• Familiarity with supporting enterprise customers with high expectations for quality, responsiveness, and SLAs. 

• Strong understanding of support KPIs and hands-on experience with CRM and modern support tools (e.g. Hubspot, Jira). 

• Excellent leadership, project management, and communication skills. 

• Strong technical background and ability to engage with engineering on complex issues. 

Preferred 

• Experience scaling support in a small, fast-growing company. 

• Experience supporting B2B SaaS or cloud-based software. 

• Understanding of ITIL, service management best practices, or equivalent frameworks. 
• Familiarity with global support models and cultural considerations in delivering great support worldwide.