Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume Include something about our Glassdoor reviews that resonated with you).

We value accountability, support each other's growth, and genuinely enjoy what we do.
While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Our teammate put it best: 'Every day presents new challenges and ample opportunities for skilled growth... We are seeking a Manager of Technical Support to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations. The Manager of Technical Support will be responsible for leading and overseeing the technical support team, ensuring high-quality customer service, efficient problem resolution, and maintaining exceptional levels of customer satisfaction. Please note, this role will require working during IST night shifts (5:30pm - 2:30am IST).

Lead, supervise,



and develop a diverse team of technical support professionals.
Design and implement inclusive support strategies, policies, and procedures.
Monitor and enhance team performance metrics, including response times, resolution rates, and customer satisfaction scores.
Establish and maintain performance standards and training programs to support professional growth.
Conduct regular performance reviews and provide constructive, actionable feedback.
Analyze support trends and propose systemic improvements to enhance products or services.
Manage support resources effectively, optimizing team utilization and productivity.
Oversee the implementation and maintenance of customer support tools and technologies.
Ensure comprehensive documentation of support processes and maintain up-to-date knowledge bases.

Bachelor's degree in Computer Science, Information Technology, or a related field.

- 10+ years of experience in technical support.
- 5+ years of experience in management or team leadership roles.
- Ability to work IST night shift (5:30pm - 2:30am IST).
- Strong knowledge of technical support best practices.
- Proficiency in using customer support software and ticketing systems.
- Demonstrated experience with cybersecurity tools and platforms, including:
- Security Information and Event Management (SIEM) systems
- Firewall management and configuration
- Familiarity with established cybersecurity frameworks,



such as NIST and ISO 27001.
- Proven experience in managing security-related support escalations effectively.

Master's degree in a relevant field.
Relevant IT certifications, such as CISSP, CompTIA Security+, or ITIL.
Experience in technology, software, or hardware support environments.
Previous experience in customer-facing technical roles, demonstrating strong communication and problem-solving skills.
Knowledge of multiple support channels, including phone, email, chat, and self-service platforms.

What does our Compensation and Benefits package entail

Competitive salary with bonus potential
Versatile PTO (Paid Time Off) policy
Depending on the role, you may work in the office, remotely, or adopt a hybrid work model.
And a new Tesla... just kidding! One of our core values is to 'Do what's best for our employees,' and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Constantly operate a computer.

📌 Technical Support Manager - Hybrid working. (Pune)
🏢 Critical Start
📍 Pune