Technical Support Lead Full Time

Nagomi was built to change that.

We are the first Agentic Exposure Ops Platform, designed to prevent the preventable breach by turning fragmented signals into coordinated action. Our agents investigate risk, drive remediation, and verify that issues stay closed, continuously, without adding overhead.

This is not another dashboard. It is a new way for security to operate.

We’re looking for a Technical Support Lead to join our team and continue to build the support function, processes and systems. You’ll be helping to define Nagomi’s support processes, own technical issue resolution, and interface directly with customers, Product, and Engineering. This is a unique opportunity for someone with strong technical abilities and ideally prior experience scaling or leading support to make a meaningful impact.

Responsibilities:

• Serve as the first point of contact for technical support issues – from initial investigation through resolution.
• Actively monitor and respond to customer inquiries through Zendesk, ensuring timely communication and effective resolutions.
• Partner with Customer Success to build and establish the support processes, workflows, and SLAs to effectively scale Nagomi’s support function.
• Help define and champion support best practices, including escalation procedures, response standards, and incident management.
• Write and maintain internal and customer-facing knowledge base articles and troubleshooting guides. Collaborate with the Product team to ensure accurate, effective, and comprehensive documentation; proactively identify areas of improvement.
• Work directly with Engineering, Customer Success, and Product teams to troubleshoot, reproduce, and resolve technical issues, providing clear, detailed bug reports and feature improvement recommendations.
• Help define the long-term vision for support, including potential future team growth.

Reports to: VP of Customer Experience

Requirements:

• Strong technical background – ability to understand and troubleshoot technical systems, APIs, and SaaS environments.
• Previous experience as a Team Lead or Senior Support Engineer in a hands-on capacity.
• Proven track record in building or scaling support processes and infrastructure from the ground up.
• Excellent problem-solving skills and ability to think proactively.
• Fluent in English with strong written and verbal communication skills, able to clearly and empathetically communicate technical solutions to diverse audiences.
• Self-motivated, adaptable, and comfortable working independently in a fast-paced, early-stage startup environment.
• Experience in writing customer-facing documentation and help center content.
• Experience or familiarity in cybersecurity disciplines. Specific discipline is flexible, as exposure to multiple areas will grow over time.