Notionmind®
Website:
notionmind.com
Job details:
Description:
We are hiring a Technical Support Manager to own client support tickets for a cybersecurity awareness and phishing simulation platform and resolve them with accurate, lasting solutions.
About the role
You will be the technical backbone of customer support. When a client raises a ticket, you understand the issue, find the root cause and close it with a clear solution. You will know the product's technical stack and functional areas well enough to resolve most tickets without long back-and-forth, and you will feed recurring issues back to product and engineering.
Key responsibilities
- Own the support queue: triage, prioritise, respond within SLA and close tickets with a verified solution
- Diagnose issues across the application, configuration, data and email delivery layers
- Keep clients updated and explain fixes in plain language
- Escalate defects to engineering with clear steps, logs and evidence, and track them to closure
- Build and maintain the knowledge base and troubleshooting guides
- Report ticket volumes, resolution times and top issue themes regularly
What we are looking for
- Bachelor's degree in computer science, IT or a related field
- 3 to 5 years in technical or application support for a software product, owning a support queue
- Strong debugging skills: logs, databases and APIs
- Working knowledge of email delivery (SPF, DKIM, DMARC), DNS and single sign-on
- Excellent written and spoken English for international clients
- Experience with a ticketing or helpdesk tool
- SaaS and cybersecurity experience, and mentoring a small team, are a plus
Immediate joiners preferred.
Click on Apply to know more.
