Team8- Cyber Startup -Customer Operations Engineer

Team8 is a cybersecurity startup building next generation technology for global customers. They are looking for a hands-on, high impact Customer Operations Engineer to help scale and elevate their support and customer-facing operations, acting as a senior technical authority while optimizing support processes and metrics.

Responsibilities:

• Serve as the highest technical escalation point within support, driving issues to full resolution
• Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise
• Help design and optimize our support platform, workflows, playbooks, and documentation standards
• Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements
• Identify trends from customer interactions and translate them into actionable insights
• Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer
• Support onboarding and ongoing customer usage to ensure value realization
• Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday

Requirements:

• 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment
• Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations
• Strong troubleshooting skills
• Experience improving support processes and working cross functionally with Product and R&D
• Analytical mindset, comfortable working with metrics, dashboards, and performance tracking
• Excellent customer facing written and spoken communication skills in English
• Proactive, organized, and comfortable in fast paced environments
• Cybersecurity background