Technical Support Manager

Summary

Join Kasada, a cybersecurity company dedicated to stopping automated bot attacks, as a Global Technical Support Manager. This remote-first role, based in the West Coast US timezone, will lead the growing technical support team across Australia and the US. You will be responsible for developing and implementing technical support strategies, building relationships with key enterprise accounts, and providing guidance for complex customer solutions. The role requires strong leadership, technical expertise in web and networking fundamentals, cloud and proxy infrastructure, and code analysis, as well as 10+ years of experience in software engineering, technical support engineering, or solutions architecture. Kasada offers a competitive compensation package, equity/stock options, flexible working hours, generous parental leave allowances, resources for well-being, and an action-packed calendar of events.

Requirements

• A passion for coaching, mentoring, and elevating the performance of your team
• Demonstrated success building relationships with global teams—preferably from a remote location
• Excellent communication skills to translate complex technical concepts into Enterprise customer language
• Willingness to travel to Australia and within the U.S. to meet with team members in person
• Strong understanding of HTTP, request/response
• Ability to differentiate between client-side vs. server-side issues using tools like browser developer tools, curl, and Postman
• Familiarity with CDNs, Reverse Proxies, Firewalls,and how network flows impact security and application behavior
• Ability to diagnose issues with load balancers, API gateways, and cloud networking
• Proficient in JavaScript (reading and writing)
• Understanding of software architecture principles, including best practices and trade-offs
• 10+ years of experience in software engineering, technical support engineering or solutions architecture, with 5+ years in a leadership capacity; preferably in a software environment with Javascript troubleshooting experience (ideally within cybersecurity)
• A Bachelor's Degree or higher in Computer Science, or equivalent demonstrated experience

Responsibilities

• Lead, mentor, and grow our Global Technical Support Engineering team, fostering a high-performance culture
• Develop and implement technical support strategies, standards, and best practices for existing and new customers
• Ensure technical excellence in all customer engagements
• Build and maintain strategic technical relationships with key enterprise accounts
• Provide guidance for complex customer solutions, working closely with Customer Success & Technical Account Management teams to align on customer requirements
• Own or contribute to product training programs for Technical Support teams, ensuring new features and capabilities are well understood
• Collaborate with Product and Customer Success to refine technical messaging to existing customers
• Partner with Engineering, Security Operations and Sales Engineering teams to address escalations
• Help build customer stories with Customer Success to feed into product roadmaps

Benefits

• A stake in Kasada’s global success with equity/stock options
• Flexible working hours and arrangements - Create a schedule that suits you
• Support for growing families - Generous parental leave allowances and return to work coaching
• Resources for well-being to support your growth including our EAP - confidential counseling for you and your loved ones
• An action packed calendar of fun in-person and virtual events