Drive Operational Excellence - Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics (response time, resolution time, customer satisfaction, backlog health, etc.).

Lead and Develop a High-Performing Team - Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.

Handle and Prevent Escalations - Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution.

Elevate Technical Excellence - Be a hands-on technical leader capable of reviewing and advising on complex cases across networking, DNS, WAF, Zero Trust, and performance.

Collaborate Cross-Functionally - Partner with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements.

Requirements:

• 10+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment.

• 3+ years of people management experience leading technical teams of 5+ engineers across multiple locations.

• Proven record of meeting or exceeding operational KPIs and driving continuous improvement.

• Strong technical foundation with deep understanding of: Internet technologies, troubleshooting tools, and experience managing 24x7 global support operations and incident escalation frameworks.

• Exceptional communication and stakeholder management skills; able to translate technical issues into business impact.

• A data-driven mindset: confident using metrics to guide performance, planning, and process improvements.

• Passion for developing people, scaling teams, and creating a culture of excellence.

Bonus Points:

• Experience supporting security, CDN, Zero Trust, or performance optimization products.

• Fluency in one of the following languages: Mandarin, Korean, Japanese

• Prior experience in start-up or hyper-growth environments where agility and innovation are key.

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