Tier 3 Team Leader

• Lead and manage a team of senior Tier 3 Support Engineers across EMEA/APAC.
• Act as a technical mentor, guiding the team through deep investigations involving network protocols, VPNs, cloud integrations, and Linux systems.
• Own escalations from high-value enterprise customers, driving resolution and ensuring customer satisfaction.
• Collaborate cross-functionally with Product, R&D, Sales, and Customer Success to remove blockers and improve the customer experience.
• Drive internal projects, process improvements, and training programs to scale the team's capabilities.
• Support global initiatives and align with counterparts in the US to ensure consistent follow-the-sun support coverage.
• Represent the customer's voice internally, identifying trends, recurring issues, and areas for improvement.
• Maintain a hands-on technical presence - this is a player-coach role.

• 3+ years of experience leading a technical support or engineering team - ideally Tier 3 or similar escalation teams.
• 5+ years of hands-on experience in technical support or customer engineering, preferably in B2B SaaS, cybersecurity, or networking.
• Deep knowledge of network protocols, VPNs (IPsec, SSL), BGP, firewalls, and cloud networking - must.
• Strong experience with Linux, scripting (Python/Bash), log analysis, and troubleshooting distributed systems.
• Proven ability to guide teams under pressure, manage multiple priorities, and maintain technical depth.
• Excellent communication and collaboration skills, with the ability to engage globally and cross-functionally.
• Highly customer-oriented mindset with a drive for excellence and accountability.
• Experience in managing remote or global teams - strong advantage.
• Fluent in English (spoken and written).

Mploy