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Vega is a fast-growing cybersecurity startup building an AI-native platform for security operations centers (SOCs). The company is redefining security analytics and operations with a next-generation OS for security teams, already delivering impact at major global organizations. Vega has headquarters in New York and Tel Aviv.
The Technical Support Lead will own Vega's customer support function, serving security teams at large enterprises who depend on Vega to run their SOC. This is a leadership role focused on ensuring fast, knowledgeable support that combines AI agents with human expertise for judgment, complex problem-solving, and customer relationships.
Key responsibilities include:
- Owning Vega's support response with emphasis on quality, depth, and speed
- Serving as the main escalation point for critical customer issues, coordinating across teams and following through to resolution
- Defining and owning support metrics; identifying where customers get stuck, spotting trends, and driving improvements in product, process, and priorities
- Working AI-first: leveraging AI agents and tools for investigation, triage, documentation, and customer communication
- Shaping how AI agents and people collaborate: determining what agents should handle, where human judgment adds most value, and maintaining quality standards for both
- Supporting both Pre-Sales (POCs and evaluations) and Post-Sales (production customers), working alongside Sales Engineers, Technical Account Managers, and Cyber Defense Services
- Partnering with R&D to identify root causes, prioritize fixes based on customer and business impact
- Building and refining support processes including escalation paths, SLAs, and customer communication frameworks with AI integrated from the start
- Supporting customers at every stage, from technical questions during evaluations to production issues
Requirements: Not explicitly stated in the posting.
