Technical Security Customer Operations Manager, HUMAN
Cybersecurity Platform Support / MDR / SaaS Services Team Leader
$130-170k
Bot mitigation & fraud detection platform
Open for applications
Bot mitigation & fraud detection platform
201-500 employees
Open for applications
$130-170k
201-500 employees
Company mission
Human Security's mission is to protect the heart of the internet by disrupting the economics of cybercrime.
Role
Who you are
- An established Manager, in a support, or customer driven technical services function, from a SaaS or cybersecurity product company
- Experience operating within or running a 24/7 on-call rotation
- A strong emphasis on fielding and resolving critical, high velocity customer incidents, adhering to SLA's, and/or driving managed detection and response (MDR) within a cybersecurity environment
- An understanding of technical aspects related to cybersecurity or software applications, as well as the ability to contribute to technical solutioning
- A proactive, customer-centric leader with a passion for cybersecurity and innovations in tech
- You have a proven track record of managing, motivating, and growing technical support teams in fast-paced, dynamic environments with at least 3 years being in a leadership role
- With a focus on customer satisfaction, you thrive on solving complex problems, leading by example, and fostering a culture of ownership and accountability within your team
- You are detail-oriented, skilled at building trust, and love to dive deep into technical challenges while maintaining a high level of communication and organization
- Analytical-mindset, with experience in solving complex problems by analyzing large data sets using BigQuery, Kibana, Looker, etc
- Fast learner, with a good understanding of how the Internet works, including strong expertise in web applications and WAFs is a plus, as well as knowledge of network protocols (TCP/IP, HTTP) and Javascript
What the job involves
- Lead, manage, and mentor a team of cybersecurity analysts, managing 24/7 support for our products
- Maintain operations daily routine tracking team performance against SLAs and KPIs
- Supervising complex issues resolution and serving as an escalation point for critical issues and incidents externally, in front of customers, as well as internally
- Collaborate with customers to understand their needs giving visibility to R&D and other teams on customer feedback
- Provide regular updates to internal and external stakeholders including the senior leadership team on progress, updates, challenges
- Contribute into internal processes and tools to improve efficiency taking ownership over the projects and initiatives
- Improve our products’ self-serviceability by creating and updating our internal knowledge base and external documentation
- Work closely with internal teams across customer success, product, and R&D to ensure smooth operations and customer satisfaction
- Continuously seek potential improvements based on lessons learned and integrate them into the regular culture
Our take
HUMAN develops threat intelligence software to detect and nullify online bots imitating humans. The company has been in operation since 2011, but was originally known as White Ops until Goldman Sachs acquired it in 2020.
It’s estimated that enterprises lose around 5% of their annual online revenue because of bot fraud, which makes up a vast majority of all internet attacks. Skyrocketing bot traffic online since 2020 has led to a massive uptick in demand for services like HUMAN's, and the company now counts the likes of Adobe and Yahoo as customers.
HUMAN has established itself as a leader in its market, operating on five continents. With the Goldman Sachs acquisition and strong funding at its back, the company is showing no signs of slowing down. It has continued to bolster its position by merging with web app safeguarding business PerimeterX, as well as acquiring anti-malvertising leader clean.io. In 2024 it announced a string of new leadership hires amidst accelerated investment in the public sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Oct 2024
$50m
GROWTH EQUITY VC
Jan 2022
$100m
GROWTH EQUITY VC
Total funding: $181m
Company benefits
- Unlimited PTO
- HUMAN Days - full days off for the whole company so Humans can recharge
- Equity in the company
- Work from anywhere, anytime
Company values
- Put Humans First: Serving the needs of our customers, partners and colleagues is core to protecting the integrity of the internet. Stay humble and deliver value
- Be A Hacker: All our Humans are hackers in their own right. If you have an idea, move forward with it despite the obstacles ahead. Unblock yourself, and dive into your potential
- Win as a Team: Be an exceptional teammate. We’re stronger together. Collaborate often and with intention - whether across departments or oceans
- Create Tau: If there’s a better way of doing something, make it happen. Empower others to do the same by being a bridge-builder and a toolmaker. That’s what makes us good at what we do
- Own It: Take accountability. Own it when things don’t turn out as planned, and remember to learn along the way. It’s all part of being human
- Be Good: Safeguarding the internet means using your skills and privilege responsibly to enact change. Take those skills and extend a hand wherever you go. When you can, tip the balance of the world in favor of good
Company HQ
New York City, New York, USA
Articles
Leadership
Tamer Hassan
(Executive Chairman)Former pilot & officer in the United States Air Force. Founder & former CEO at big data analytics company, Compel Data Technologies.
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