Cyera is looking for an Operations Manager to build, scale, and continuously improve the operating system of the Global Technical Support organization. This role will own the processes, tooling, data, governance, and automation that enable Support to deliver fast, consistent, high-quality customer outcomes at scale.You will be responsible for the operational backbone of Technical Support, including AI and automation, workforce management, ticket routing, ticket taxonomy, dashboarding, quality audits, and tooling ownership. You will partner closely with Technical Support leadership, Support Engineers, Customer Success, Office of the CTO, Product Management, R&D, IT/Business Systems, Documentation, and Enablement to ensure Support operates with clarity, accountability, and measurable performance.About the RoleThe Technical Support organization is scaling to meet Cyera's rapid growth and the increasing complexity of customer needs. As the Operations Manager of Technical Support, you will be responsible for designing and managing the operational frameworks that drive team efficiency, scalability, and a world-class customer experience. You will be expected to combine hands-on operational execution with strategic process design. The ideal candidate is highly analytical, systems-oriented, comfortable working across Zendesk/ServiceNow, Jira or similar platforms, and experienced in building Support operations processes in a fast-growing B2B SaaS or cybersecurity environment.Key ResponsibilitiesAutomation: Own the Support automation roadmap and implement opportunities for triage, routing, and deflection to improve efficiency.AI-First Approach: translating operational pain points into AI-assisted workflows that improve speed, consistency, data quality, and team efficiency.Ticket Routing Model: Design and optimize the Support ticket routing model by tier, severity, and skill set to accelerate resolution.Ticket Taxonomy: Own the ticket taxonomy and governance for issue categorization to enable meaningful trend analysis and product feedback.Backlog Governance: Own the governance model for backlog health, ensuring clear ownership, status, and proactive reduction mechanisms.Dashboarding & Reporting: Own operational reporting to provide visibility into team performance, customer experience, and automation impact.Capacity Planning: Maintain a data-driven capacity model based on volume, complexity, and growth to forecast hiring needs.Quality Audits: Design and manage the Support quality audit program to improve communication standards and technical outcomes.Tooling Ownership: Own the operational configuration and governance of tools used by the Support organization