Technical Support Lead Job at Pentest Tools (Bucharest)

Job Description

We are looking for a Technical Support Lead to join our team in Bucharest. Your role will be to lead and mentor the support team while ensuring customers receive fast, high-quality technical assistance. You will manage a small team of Level 1 and Level 2 support, ensuring that customers receive timely responses for inquiries related to: Product functionality and usage; Vulnerability analysis, reproducing the root cause of issues, collaborating with the development team to create timely fixes; Billing, subscription management, and payments; Troubleshooting product issues and escalating complex cases. You will be the key link between customers, support engineers, and the development team, ensuring support efficiency and customer satisfaction while continuously improving support processes.

Job Responsibility

Lead, mentor, and manage a team of Support Engineers (L1 & L2), ensuring they provide high-quality responses to customer inquiries
Develop KPIs and performance metrics to improve response times, resolution rates, and overall customer satisfaction
Establish best practices for handling support tickets, escalations, and technical troubleshooting
Manage team schedule and support coverage
Provide training and knowledge-sharing sessions to keep the team up to date on product changes, new security testing techniques, pentesting concepts, and customer service best practices
Handle advanced (L2) technical support cases, particularly those involving vulnerability analysis (web, network & cloud) and product troubleshooting
Respond to customer inquiries via chat, email, and HubSpot CRM, ensuring fast and effective resolution
Assist customers with billing and payment-related issues, including subscriptions, invoices, refunds, and transactions
Identify recurring issues, document solutions, and work with the product and development teams to suggest improvements
Manage the support knowledge base, ensuring articles and FAQs are updated to reflect product changes and common customer inquiries
Act as an advocate for customers, providing feedback to product and engineering teams for feature improvements and bug fixes

Requirements

3-5 years of experience in a technical support role, preferably in cybersecurity, SaaS, or IT services
Solid understanding of penetration testing, vulnerability scanning, and common security threats (e.g., OWASP Top 10, CVEs, XSS, SQLi, RCE)
Experience troubleshooting network security tools, vulnerability scanners, or cybersecurity-related platforms
Knowledge of networking fundamentals (TCP/IP, DNS, HTTP, firewalls, proxies, VPNs, etc.)
Prior experience in a leadership role, managing or mentoring support engineers or customer success teams
Experience using HubSpot CRM (or similar ticketing systems like Zendesk, Freshdesk, Salesforce, etc.)
Strong ability to handle customer complaints, de-escalate conflicts, and turn negative experiences into positive ones
Proven track record of improving support processes, documentation, and response times
Strong analytical and problem-solving skills—ability to investigate issues and provide logical solutions
Excellent written and verbal English communication skills (technical and non-technical audiences)
Ability to multitask and prioritize workload in a fast-paced environment

Nice to have

Familiarity with web programming (HTML, JavaScript, APIs) and basic scripting (Python, Bash) is a plus
Experience with API integrations, logs analysis, and debugging security tool outputs is a plus
Cybersecurity certifications (e.g., CEH, Security+, OSCP)
Knowledge of cloud security (AWS, Azure, GCP)

What we offer

Competitive salary
Hybrid work options
Work with a cutting-edge penetration testing platform
Supportive and highly collaborative team
The office is in a central location (Piata Romana, Bucharest)
Self-development is highly encouraged, both in cybersecurity and customer success

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Technical Support Lead

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