Customer Support Lead

The Customer Support Lead is a senior technical customer support role requiring a strong technical and cybersecurity background to support ThreatFabric customers in resolving complex issues related to our SaaS-based security solutions. The ideal candidate has experience within (or leading) technical Customer Support teams in cybersecurity or technical SaaS environments, particularly supporting API-based, mobile SDK, or cloud-native backend solutions.

Requirements

• Optimizing and formalizing Customer Support processes based on best practices from previous support organizations.
• Owning customer-reported technical issues from intake to resolution via the ticketing system.
• Analyzing, triaging, and prioritizing incidents across mobile SDK, web, API, and backend components.
• Supporting SaaS-based solutions, requiring a cloud-first, service-oriented mindset rather than on-premise support thinking.
• Coordinating with customers and internal Engineering teams to resolve complex technical problems.
• Actively following up with stakeholders to ensure timely resolution in line with SLAs.
• Communicating clearly and professionally with customers regarding issue status, impact, and resolution timelines.
• Performing root cause analysis and documenting findings, resolutions, and preventive measures.
• Identifying recurring issues and contributing to structural product or process improvements.
• Writing clear, actionable incident and improvement reports.
• Sharing relevant customer feedback internally with Product, Engineering, and Customer Success teams.
• Contributing to service quality metrics and continuous improvement initiatives.
• Supporting and operating within a 24/7 support model, including participation in an on-call rotation outside regular business hours.
• Coaching team members and contributing to the development of a future Customer Support team as the company scales.

Benefits

• 12-month employment contract with the intention to extend.
• Competitive salary between 65.000,- and 85.000,- annually.
• 25 holidays per year.
• A pension scheme.
• 8% holiday allowance (included in annual salary).
• A stimulating and supportive work environment that encourages growth and development.
• The opportunity to make a meaningful impact in a rapidly growing tech company.
• Flexible remote / hybrid work-from-home options to promote work-life balance.
• Flexible working hours.
• Active ThreatFabric events and FitFabric bootcamps.
• Active knowledge-sharing huddles.