Technical Support Lead
Core
Lead technical support for Vega's AI-native security analytics platform, acting as the main escalation point for enterprise security teams and shaping the workflow between AI agents and human support.
Role type
Senior Technical Support Lead (AI-native security operations)
Builds
Customer trust, renewal rates, and product feedback loops for security analytics platforms
Domain
Cybersecurity / Security Operations Center (SOC) / AI-driven operations
Deliverable
client delivery
Required skills
Technical support leadership, customer escalation management, cloud environments (AWS/Azure/GCP), data pipelines, AI agent integration, support metrics definition, cross-functional collaboration
Preferred skills
SOC/Security Engineering background, SIEM/observability platforms (Splunk, ELK, Sentinel), KQL, Pre-Sales POC support, startup experience
Technologies
AWS, Azure, GCP, Splunk, Elastic/ELK, Microsoft Sentinel, KQL, AI agents
Responsibilities
Own support response quality and speed, define and analyze support metrics, coordinate critical escalations, integrate AI agents into support workflows, collaborate with R&D on root cause analysis, support Pre-Sales and Post-Sales customers
Seniority
Senior, hands-on IC with leadership responsibilities
