Cider Security is an exciting startup focused on revolutionizing CI/CD security! 

Built by a team of enterprise security veterans, Cider’s platform addresses one of the major gaps which exist in the security realm today through bridging the growing gaps between Security and Engineering.
Cider uses an advanced and unique method of observability over CI/CD systems and processes, which allows providing any organization a tailored set of controls and solutions to optimize security.

We’ve built an amazing team at Cider which allows us to aim high and build something truly revolutionary, and while we have a great challenge ahead of us, our opportunity is far greater! 

Cider Security is an exciting startup focused on revolutionizing CI/CD security! Built by a team of enterprise security veterans, Cider’s platform addresses one of the major gaps which exist in the security realm today through bridging the growing gaps between Security and Engineering. Cider uses an advanced, unique method of observability over CI/CD systems and processes, which allows providing any organization a tailored set of controls and solutions to optimize security.

 

Since our journey began late in 2020, We’ve experienced rapid growth and have built an amazing team that enables us to aim high and build something truly revolutionary. But - the potential is endless, and the best is yet to come - which is why we are for a Head of Support who can build the foundations of our support org, hire, train and manage a team globally, and help us give the best support to our clients.

 

Responsibilities:

  • Build Cider’s support team globally. Lead, mentor, and guide team members
  • Establish the organization’s support discipline and provide 24/7 support for our customers
  • Define and maintain a high standard of quality delivered by the team
  • Define processes and KPIs to achieve a high level of quality and customer satisfaction
  • Build and maintain monitoring and analysis tools for the support team
  • Be proactive and rapidly identify and resolve problems in the customers’ environment
  • Build and maintain excellent work relationships with the company departments such as product development, product management, customer success, etc
  • Monitor and rapidly evaluate the customer experience and strive for improvement
  • Take ownership of the ticketing system and maintain including integrations
  • Handle technical issues and escalations from customers

 

Requirements:

  • 2+ years experience leading a global team of Support in a SAAS company
  • 5+ years of experience in providing technical support
  • Proven experience with global customer-facing roles
  • Strong troubleshooting and hands-on experience
  • Self-driven with a strong sense of ownership
  • Customer-focused orientation with passion for solving problems
  • Experience with building work procedures and processes
  • Experience with ticketing systems & monitoring tools such as SFDC, Jira, MongoDB, Datadog, Heap, etc
  • Excellent written and verbal communication skills

 

Nice to have:

  • Being referred by a Cider team member
  • Knowledge and experience of CI/CD concepts and source control management
  • Experience with cloud platforms, preferably AWS
  • Experience with SCMs tools: GitHub, GitLab, BitBucket, etc
  • Experience with CI tools: Jenkins, CircleCI, etc

 

 

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