We'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 Do People & 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 bring Required - 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