Technical Support Manager

Agilis Recruitment; United Kingdom; Remote; GBP 50,000 - 75,000; Full time

Job summary

A leading company in cyber security is seeking a Technical Support Manager to build a world-class support team. This role offers a unique opportunity to shape support strategies while working closely with leadership to implement service frameworks, ensuring exceptional customer experiences in a fast-paced environment.

Benefits

25 Days Holiday

Enhanced Pension

Remote Working

Partner discounts across named brands

Qualifications

• Experience in scaling support teams in fast-growth cyber security SaaS companies.
• Familiarity with CRM and service desk tools.
• Understanding of ITIL or equivalent.

Responsibilities

• Design and scale a hybrid support model for 24/7 coverage.
• Lead, mentor, and develop the internal support team.
• Improve customer satisfaction metrics proactively.

Skills

Leadership

Communication

Customer Satisfaction

Collaboration

Education

Degree in Information Technology or related field

Tools

Jira

HubSpot

Job description

This range is provided by Agilis Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Agilis Recruitment

Specialist in finding you your next Cyber Security role.

Technical Support Manager - Cyber Security Products (Remote, UK)

For the right person this role will have it all!

Purpose: You'll make an impact by joining an established, award-winning company that build novel cyber security software at the bespoke and enterprise levels to protect the infrastructure of household names.

Scope: With a passionate, growing userbase, this company are scaling, and you can make a real difference in how they capture their market and build their technical support team.

Influence: Work closely with the COO to implement service frameworks, work with customers to ensure smooth deployments, steer direction through user feedback.

The Role:

You’ll shape and execute the strategy for our support services. Transform a small, talented internal team into a world-class, enterprise-grade 24/7 operation. This is a rare chance to build a function from the ground up while maintaining daily ownership of delivery, leadership, and customer satisfaction.

What You’ll Be Doing:

• Design and scale a hybrid support model (in-house + outsourced 1st line) for round-the-clock global coverage.
• Lead, mentor, and grow the internal team, fostering a high-performance and customer-first culture.
• Set up scalable processes, KPIs, SLAs, tooling, and knowledge management to ensure operational excellence.
• Build a technical customer community in collaboration with Marketing to drive product advocacy.
• Act as the escalation point for major incidents and complex customer issues, partnering with Product and Engineering teams.
• Constantly improve CSAT, NPS, first-response and resolution metrics - championing exceptional customer experiences at scale.

What We’re Looking For:

• Proven leadership in scaling support teams in fast-growth cyber security SaaS company or companies
• Track record of designing or running a hybrid (in-house & outsourced) global support function.
• Deep understanding of enterprise customer needs, with a laser focus on SLAs, responsiveness, and technical quality.
• Hands-on familiarity with CRM, service desk tools (e.g., HubSpot, Jira) and support KPIs.
• Excellent communicator, mentor, and cross-functional collaborator with credibility at engineering, product, and exec level.
• A technical mindset with enough depth to understand complex software support challenges.
• Understanding of, or experience implementing ITIL or equivalent
• A background in SaaS or Cloud-Based Software
• Knowledge of support models spanning multiple time zones
• 25 Days Holiday
• Remote Working (UK Based)
• Enhanced Pension
• Partner discounts across named brands

Curious? Apply now and help us redefine cyber defense, or get in touch with [e-mail]

Agilis Recruitment LTD is acting as an agency on behalf of our client.

We value diversity and equal opportunity. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

Due to the high volume of applications we typically receive, while we do try and aim to offer feedback to all applicants, if you do not hear back within 5 working days of your application, please assume you have been unsuccessful in this instance.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology, Engineering, and Management

• Industries

  IT System Custom Software Development and Software Development

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