Technical Support Lead

We are looking for a Technical Support Lead to join our team in Bucharest. Your role will be to lead and mentor the support team while ensuring customers receive fast, high-quality technical assistance.

You will manage a small team of Level 1 and Level 2 support, ensuring that customers receive timely responses for inquiries related to:

• Product functionality and usage

• Vulnerability analysis, reproducing the root cause of issues, collaborating with the development team to create timely fixes

• Billing, subscription management, and payments

• Troubleshooting product issues and escalating complex cases

You will be the key link between customers, support engineers, and the development team, ensuring support efficiency and customer satisfaction while continuously improving support processes.

Leadership & Team Management

• Lead, mentor, and manage a team of Support Engineers (L1 & L2), ensuring they provide high-quality responses to customer inquiries.

• Develop KPIs and performance metrics to improve response times, resolution rates, and overall customer satisfaction.

• Establish best practices for handling support tickets, escalations, and technical troubleshooting.

• Manage team schedule and support coverage.

• Provide training and knowledge-sharing sessions to keep the team up to date on product changes, new security testing techniques, pentesting concepts, and customer service best practices.

  
  

Technical & Customer Support

• Handle advanced (L2) technical support cases, particularly those involving vulnerability analysis (web, network & cloud) and product troubleshooting.

• Respond to customer inquiries via chat, email, and HubSpot CRM, ensuring fast and effective resolution.

• Assist customers with billing and payment-related issues, including subscriptions, invoices, refunds, and transactions.

• Identify recurring issues, document solutions, and work with the product and development teams to suggest improvements.

• Manage the support knowledge base, ensuring articles and FAQs are updated to reflect product changes and common customer inquiries.

• Act as an advocate for customers, providing feedback to product and engineering teams for feature improvements and bug fixes.

Technical & Industry Knowledge

• 3-5 years of experience in a technical support role, preferably in cybersecurity, SaaS, or IT services.

• Solid understanding of penetration testing, vulnerability scanning, and common security threats (e.g., OWASP Top 10, CVEs, XSS, SQLi, RCE).

• Experience troubleshooting network security tools, vulnerability scanners, or cybersecurity-related platforms.

• Familiarity with web programming (HTML, JavaScript, APIs) and basic scripting (Python, Bash) is a plus.

• Knowledge of networking fundamentals (TCP/IP, DNS, HTTP, firewalls, proxies, VPNs, etc.).

• Experience with API integrations, logs analysis, and debugging security tool outputs is a plus.

Customer Support & Leadership Skills

• Prior experience in a leadership role, managing or mentoring support engineers or customer success teams.

• Experience using HubSpot CRM (or similar ticketing systems like Zendesk, Freshdesk, Salesforce, etc.).

• Strong ability to handle customer complaints, de-escalate conflicts, and turn negative experiences into positive ones.

• Proven track record of improving support processes, documentation, and response times.

• Strong analytical and problem-solving skills—ability to investigate issues and provide logical solutions.

• Excellent written and verbal English communication skills (technical and non-technical audiences).

• Ability to multitask and prioritize workload in a fast-paced environment.

Bonus Skills (Nice to Have)

• Cybersecurity certifications (e.g., CEH, Security+, OSCP)

• Knowledge of cloud security (AWS, Azure, GCP)

What We Offer

• Competitive salary

• Hybrid work options

• Work with a cutting-edge penetration testing platform

• Supportive and highly collaborative team

• The office is in a central location (Piata Romana, Bucharest)

• Self-development is highly encouraged, both in cybersecurity and customer success

About Pentest-Tools.com

Pentest-Tools.com is a purpose-driven cybersecurity company helping professionals detect and fix vulnerabilities - faster and with confidence.

We build a cloud-based product for accurate penetration testing and vulnerability assessment workflows - that doesn’t sacrifice control or manual testing depth. Over 2,000 security teams in 119 countries rely on us, from consultants to internal security leads.

We’re bootstrapped, profitable since day one, and growing sustainably - with a team of 60+ security specialists who care about solving real problems.

That’s why we live by our tagline:

Discover what’s possible. Prove what’s real.

With proprietary tech and key experts in offensive security.