Global Technical Support Manager
About Kasada
Join us in stopping bad bots, for good! Kasada protects millions of online users everyday. Founded to stop automated bot attacks, we believe the internet should be a safe place for everyone. Bad bots are highly destructive. They take over accounts, steal content, overload systems and infrastructure and cause billions of dollars in damages every year. Seeking to restore trust in the internet, Kasada stops bots at the very first request including those that have never been seen before.
We’ve grown from a few friends working out of a shipping container under the Sydney Harbour Bridge to now operating globally, we’re spread across the world protecting some of the most well-known brands on the face of the earth.
We’re an innately curious team that’s not afraid to bring bold ideas to create better ways of solving problems. We’re looking for people who are passionate about solving some of the most difficult and pressing cybersecurity issues, while having fun doing it!
$165,000 - $200,000 a year
The Role
We are looking for a Global Technical Support Manager to lead our growing technical support function that is spread across Australia and the US. This role will be remote-first but you must be based in the West Coast US timezone to maximise overlap with our Australian team. This is a newly created role and reports into our Chief Experience Officer.
You will play a key role in enabling Kasada Support to deliver on their vision to provide an extraordinary support experience that consistently exceeds customers' expectations. Our technical support teams are embedded as an immersive service in every customers' tech team, enabling their business to succeed. Inspiring leadership and technical expertise underpin success in this role.
What you will be doing
Technical Support Engineering Leadership
- Lead, mentor, and grow our Global Technical Support Engineering team, fostering a high-performance culture.
- Develop and implement technical support strategies, standards, and best practices for existing and new customers
- Ensure technical excellence in all customer engagements
Customer Technical Strategy
- Build and maintain strategic technical relationships with key enterprise accounts.
- Provide guidance for complex customer solutions, working closely with Customer Success & Technical Account Management teams to align on customer requirements.
Product & Technical Enablement
- Own or contribute to product training programs for Technical Support teams, ensuring new features and capabilities are well understood
- Collaborate with Product and Customer Success to refine technical messaging to existing customers
Cross-Functional Collaboration
- Partner with Engineering, Security Operations and Sales Engineering teams to address escalations
- Help build customer stories with Customer Success to feed into product roadmaps
What you’ll bring
Leadership expertise;
- A passion for coaching, mentoring, and elevating the performance of your team.
- Demonstrated success building relationships with global teams—preferably from a remote location.
- Excellent communication skills to translate complex technical concepts into Enterprise customer language.
- Willingness to travel to Australia and within the U.S. to meet with team members in person.
Technical expertise;
This is a leadership position and we do not expect you to be hands on everyday in all of these technical aspects but our product is highly technical and a deep understanding will enable you to be successful in this role;
Web and Networking Fundamentals:
- Strong understanding of HTTP, request/response.
- Ability to differentiate between client-side vs. server-side issues using tools like browser developer tools, curl, and Postman.
Cloud & Proxy Infrastructure:
- Familiarity with CDNs, Reverse Proxies, Firewalls,and how network flows impact security and application behavior.
- Ability to diagnose issues with load balancers, API gateways, and cloud networking.
Code Analysis:
- Proficient in JavaScript (reading and writing)
- Understanding of software architecture principles, including best practices and trade-offs.
Qualifications;
- 10+ years of experience in software engineering, technical support engineering or solutions architecture, with 5+ years in a leadership capacity; preferably in a software environment with Javascript troubleshooting experience (ideally within cybersecurity).
- A Bachelor's Degree or higher in Computer Science, or equivalent demonstrated experience.
The Benefits of being a Kasadian
We want to ensure Kasada remains a great place to work and a place to do great work. It's important to us to build an inclusive environment where you can realize your full potential. We are a highly collaborative team regardless of location, placing a strong emphasis on our core values; and we have designed our benefits package so you can thrive, both inside and outside of work:
- A stake in Kasada’s global success with equity/stock options
- Flexible working hours and arrangements - Create a schedule that suits you
- Support for growing families - Generous parental leave allowances and return to work coaching
- Resources for well-being to support your growth including our EAP - confidential counseling for you and your loved ones
- An action packed calendar of fun in-person and virtual events.
We are committed to offering a fair compensation package that reflects the level of expertise and skills each individual brings to the role. Compensation listed reflect base salary, it does not include any variable compensation, equity or benefits. Individual pay is determined by a variety of factors, including job-related skills, experience, and relevant training.
Sound interesting? What’s next?
Hit the apply button and one of our team will set up an exploratory, confidential discussion. We have designed our hiring process to be streamlined and thorough so everyone can make the right call on whether it is the right move for you. We are an inclusive team and this extends to all candidates that interview with us. Interviews are conducted virtually however if you want to come onsite - just ask! When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process, we want to ensure you are set up for success in every conversation.
About the job
Apply for this position
Global Technical Support Manager
About Kasada
Join us in stopping bad bots, for good! Kasada protects millions of online users everyday. Founded to stop automated bot attacks, we believe the internet should be a safe place for everyone. Bad bots are highly destructive. They take over accounts, steal content, overload systems and infrastructure and cause billions of dollars in damages every year. Seeking to restore trust in the internet, Kasada stops bots at the very first request including those that have never been seen before.
We’ve grown from a few friends working out of a shipping container under the Sydney Harbour Bridge to now operating globally, we’re spread across the world protecting some of the most well-known brands on the face of the earth.
We’re an innately curious team that’s not afraid to bring bold ideas to create better ways of solving problems. We’re looking for people who are passionate about solving some of the most difficult and pressing cybersecurity issues, while having fun doing it!
$165,000 - $200,000 a year
The Role
We are looking for a Global Technical Support Manager to lead our growing technical support function that is spread across Australia and the US. This role will be remote-first but you must be based in the West Coast US timezone to maximise overlap with our Australian team. This is a newly created role and reports into our Chief Experience Officer.
You will play a key role in enabling Kasada Support to deliver on their vision to provide an extraordinary support experience that consistently exceeds customers' expectations. Our technical support teams are embedded as an immersive service in every customers' tech team, enabling their business to succeed. Inspiring leadership and technical expertise underpin success in this role.
What you will be doing
Technical Support Engineering Leadership
- Lead, mentor, and grow our Global Technical Support Engineering team, fostering a high-performance culture.
- Develop and implement technical support strategies, standards, and best practices for existing and new customers
- Ensure technical excellence in all customer engagements
Customer Technical Strategy
- Build and maintain strategic technical relationships with key enterprise accounts.
- Provide guidance for complex customer solutions, working closely with Customer Success & Technical Account Management teams to align on customer requirements.
Product & Technical Enablement
- Own or contribute to product training programs for Technical Support teams, ensuring new features and capabilities are well understood
- Collaborate with Product and Customer Success to refine technical messaging to existing customers
Cross-Functional Collaboration
- Partner with Engineering, Security Operations and Sales Engineering teams to address escalations
- Help build customer stories with Customer Success to feed into product roadmaps
What you’ll bring
Leadership expertise;
- A passion for coaching, mentoring, and elevating the performance of your team.
- Demonstrated success building relationships with global teams—preferably from a remote location.
- Excellent communication skills to translate complex technical concepts into Enterprise customer language.
- Willingness to travel to Australia and within the U.S. to meet with team members in person.
Technical expertise;
This is a leadership position and we do not expect you to be hands on everyday in all of these technical aspects but our product is highly technical and a deep understanding will enable you to be successful in this role;
Web and Networking Fundamentals:
- Strong understanding of HTTP, request/response.
- Ability to differentiate between client-side vs. server-side issues using tools like browser developer tools, curl, and Postman.
Cloud & Proxy Infrastructure:
- Familiarity with CDNs, Reverse Proxies, Firewalls,and how network flows impact security and application behavior.
- Ability to diagnose issues with load balancers, API gateways, and cloud networking.
Code Analysis:
- Proficient in JavaScript (reading and writing)
- Understanding of software architecture principles, including best practices and trade-offs.
Qualifications;
- 10+ years of experience in software engineering, technical support engineering or solutions architecture, with 5+ years in a leadership capacity; preferably in a software environment with Javascript troubleshooting experience (ideally within cybersecurity).
- A Bachelor's Degree or higher in Computer Science, or equivalent demonstrated experience.
The Benefits of being a Kasadian
We want to ensure Kasada remains a great place to work and a place to do great work. It's important to us to build an inclusive environment where you can realize your full potential. We are a highly collaborative team regardless of location, placing a strong emphasis on our core values; and we have designed our benefits package so you can thrive, both inside and outside of work:
- A stake in Kasada’s global success with equity/stock options
- Flexible working hours and arrangements - Create a schedule that suits you
- Support for growing families - Generous parental leave allowances and return to work coaching
- Resources for well-being to support your growth including our EAP - confidential counseling for you and your loved ones
- An action packed calendar of fun in-person and virtual events.
We are committed to offering a fair compensation package that reflects the level of expertise and skills each individual brings to the role. Compensation listed reflect base salary, it does not include any variable compensation, equity or benefits. Individual pay is determined by a variety of factors, including job-related skills, experience, and relevant training.
Sound interesting? What’s next?
Hit the apply button and one of our team will set up an exploratory, confidential discussion. We have designed our hiring process to be streamlined and thorough so everyone can make the right call on whether it is the right move for you. We are an inclusive team and this extends to all candidates that interview with us. Interviews are conducted virtually however if you want to come onsite - just ask! When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process, we want to ensure you are set up for success in every conversation.