DescriptionWe're looking for an experienced, hands-on Technical Support Team Lead to spearhead and grow our Dallas HQ footprint. In this role, you will lead a local team of 7+ Technical Support Engineers on-site, anchoring our physical hub while maintaining an elite technical bar and delivering an exceptional customer experience.
This is a true "Player-Coach" role (roughly 60% technical escalation/mentorship, 40% people management). You will combine face-to-face people leadership with deep-dive technical troubleshooting, process improvement, and close cross-functional collaboration with Engineering and Product teams to support our enterprise browser platform.
This position is Dallas-based.What You'll DoPeople & Team Leadership (Dallas HQ Footprint)
- Lead, mentor, and develop a high-performing team of local Technical Support Engineers physically based in our Dallas HQ.
- Conduct regular in-person 1:1 meetings, performance reviews, and milestone career development planning.
- Foster a collaborative, on-site hub culture of accountability, ownership, continuous learning, and customer obsession.
- Drive local hiring, onboarding, and training execution as the Dallas hub continues to scale through 2026.
- Manage physical team scheduling, local workload balancing, and seamless follow-the-sun office escalation coverage.
Technical Excellence & Escalation
- Act as the final technical escalation point within your local pod for highly complex enterprise security issues.
- Guide engineers through advanced troubleshooting across Chromium/browser architecture, enterprise networking, APIs, and complex client-side integrations.
- Drive root-cause analysis (RCA) and partner closely with Tel Aviv-based R&D to ensure long-term bug resolutions.
- Enforce and elevate high-quality troubleshooting, log analysis, and documentation standards across the team.
Operational Health
- Monitor and optimize key support KPIs, including SLA compliance, CSAT, First Response Time, and Backlog health.
- Identify process bottlenecks and introduce automation or workflows to streamline support delivery.
- Own local incident management and high-touch customer communication during critical enterprise outages or security events.
What you'll bringRequired
- 5+ years in a deep technical support or engineering role supporting Enterprise B2B SaaS, Cybersecurity, or Infrastructure products.
- 2-3 years of experience as a Team Lead or Manager directly leading technical teams (ideally in an in-office or hybrid hub environment).
- Must love staying technical-willingness to roll up your sleeves, reproduce bugs, analyze network logs, and jump on live calls with enterprise CISOs.
- Strong troubleshooting DNA across: Identity & Auth (SAML, OIDC), Enterprise Networking (Proxies, Firewalls, DNS), and Operating System internals.
- Exceptional communication skills with the ability to translate complex technical issues into clear updates for both customers and internal executives.
Preferred
- Deep domain experience in Cybersecurity/SASE, Zero Trust Architecture, DLP (Data Loss Prevention), or Virtual Desktops (VDI/DaaS replacement).
- Working familiarity with Chromium-based environments or endpoint management.
- Experience utilizing support analytics and leveraging automation/AI tools to optimize queue workflows.
What We Offer- 100% covered medical, dental, and vision benefits for employees starting on day 1, with 85% covered for dependents
- Discretionary Time Off (DTO)
- 401K with 4% company match
- Paid parental leave policies
- Daily catered lunch in our Coppell HQ
- 24/7 access to Cypress Waters gym facilities
