Manager, Technical Security Customer Operations (Cybersecurity Platform Support / MDR / SaaS Services Team Leader)

HUMAN was founded in 2012 in a Brooklyn sci-fi bookstore by Tamer Hassan, Michael Tiffany, Dan Kaminsky, and Ash Kalb. Our humble beginnings led to the creation of the Human Defense Platform, the backbone of all our products that safeguards enterprises from sophisticated bots, fraud, and account abuse. Today we verify the humanity of more than 20 trillion interactions per week for some of the largest companies and internet platforms. 
Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our  day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).
 Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a market-changing merger, as well as recently acquired clean.io to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.

We Are Seeking:

• An established Manager, in a support, or customer driven technical services function, from a SaaS or cybersecurity product company
• Experience operating within or running a 24/7 on-call rotation
• A strong emphasis on fielding and resolving critical, high velocity customer incidents, adhering to SLA's, and/or driving managed detection and response (MDR) within a cybersecurity environment
• An understanding of technical aspects related to cybersecurity or software applications, as well as the ability to contribute to technical solutioning

What You'll Do:

• Lead, manage, and mentor a team of cybersecurity analysts, managing 24/7 support for our products.
• Maintain operations daily routine tracking team performance against SLAs and KPIs
• Supervising  complex issues resolution and serving as an escalation point for critical issues and incidents externally, in front of customers, as well as internally.
• Collaborate with customers to understand their needs giving visibility to R&D and other teams on customer feedback.
• Provide regular updates to internal and external stakeholders including the senior leadership team on progress, updates, challenges.
• Contribute into internal processes and tools to improve efficiency taking ownership over the projects and initiatives.
• Improve our products’ self-serviceability by creating and updating our internal knowledge base and external documentation.
• Work closely with internal teams across customer success, product, and R&D to ensure smooth operations and customer satisfaction.
• Continuously seek potential improvements based on lessons learned and integrate them into the regular culture.

Who you are:

• A proactive, customer-centric leader with a passion for cybersecurity and innovations in tech.
• You have a proven track record of managing, motivating, and growing technical support teams in fast-paced, dynamic environments with at least 3 years being in a leadership role.
• With a focus on customer satisfaction, you thrive on solving complex problems, leading by example, and fostering a culture of ownership and accountability within your team.
• You are detail-oriented, skilled at building trust, and love to dive deep into technical challenges while maintaining a high level of communication and organization.
• Analytical-mindset, with experience in solving complex problems by analyzing large data sets using BigQuery, Kibana, Looker, etc.
• Fast learner, with a good understanding of how the Internet works, including strong expertise in web applications and WAFs is a plus, as well as knowledge of network protocols (TCP/IP, HTTP) and Javascript.

Key Attributes:

• Customer-First Attitude: You treat every customer with care and attention, ensuring that their needs are met at every step.
• Passionate & Curious: You're always eager to innovate and find better ways to serve customers and improve processes.
• People-Oriented: You care deeply about your team and the work you do, striving to create a cohesive, collaborative environment where team members trust and support each other.
• Technically Proficient: You have a strong technical background and are comfortable troubleshooting complex issues, understanding the tech landscape, and learning new systems.

The base pay range for this position is $130,000- $170,000 which can include additional on-target bonus and/or incentives. The base pay offered may vary depending on location, job related knowledge, skills, and experience. Stock options and other incentive pay may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position ultimately offered.
#LI-CW1
HUMAN prides itself on being an equal opportunity workplace. We firmly believe in putting people first regardless of who you are, where you come from, how you identify, or who your favorite robot is (we have many). We are on a mission to protect the integrity of the internet for everyone, so we welcome all individuals to come to share their unique experiences and perspectives as we fight against cybercrime together!
With Humans located in all parts of the world, we’ve fully embraced our diversity of thought and are always looking for innovative ways to connect with one another - even in virtual reality! Although New York City is our HQ, we have teams in Tel Aviv, Israel; London, UK; Victoria, Canada; San Mateo, CA; Miami, FL; and Virginia.
We trust our Humans in choosing where they work and how they work. The total rewards package we provide reflects our commitment to our Humans’ personal career development, which includes annual stipends for wellbeing and learning & development, and a one time home office setup stipend. We also offer weekly lunches, dedicated time off, no-meeting Fridays (for our U.S. and Intl. based HUMANs), HUMAN days, and so much more.
We’re constantly trying to anticipate the needs of our Humans to ensure each one of us is equally prepared to do some of the best work of our life. Taking care of one another is part of the HUMAN experience and how we build true HUMAN connections.
If you are an individual with a disability or special need that requires accommodation, please contact us directly.