Client Support Manager

QuantumGate is at the forefront of post-quantum cryptography (PQC) solutions, protecting critical infrastructure and sensitive data against current and next-generation cyber threats. We are seeking a Support Lead, Client Operations to ensure our customers receive world-class, high-assurance support for our mission-critical products and services.

In this role, you will lead a team of highly skilled support engineers who serve as the frontline for technical troubleshooting, security incident handling, and operational guidance. You will be accountable for the performance, reliability, and continuous improvement of QuantumGate’s client support function, ensuring we meet the stringent service expectations of clients in government, defence, telecommunications, and critical enterprise sectors.

This is both a strategic role—designing support frameworks, KPIs, and escalation paths—and a hands-on one, managing complex, security-sensitive cases directly when required. You will also serve as a vital link between our customers and internal Sales, Product management and Engineering teams, ensuring real-world operational feedback shapes our roadmap.

Key Responsibilities

1. Leadership & Team Development

• Lead, mentor, and develop a team of support engineers , ensuring technical competence in PQC-based protocols, encryption standards, and QuantumGate’s product suite.
• Build a high-performance culture focused on precision, security, and customer trust .
• Conduct regular training to maintain cutting-edge knowledge in post-quantum algorithms, secure networking, and operational best practices.

2. Performance & Service Quality

• Define and track key support KPIs, including mean time to resolution (MTTR), incident containment time, and security response metrics .
• Maintain compliance with service-level agreements (SLAs) for high-security customers, ensuring no degradation in service under operational pressure.

3. Security-Sensitive Escalation Management

• Act as the primary escalation point for critical incidents
• Coordinate rapid, coordinated responses between Support, Security Operations, and Engineering during urgent client scenarios.

4. Process & Workflow Optimization

• Design and refine workflows for incident triage, threat escalation, and secure communication troubleshooting .

5. Cross-Functional Collaboration

• Work closely with Engineering team to ensure the support team understands evolving PQC algorithms and their implementation in QuantumGate’s products.
• Collaborate with Product Management to translate recurring client challenges into product improvements.
• Partner with Engineering to develop and test patches or configuration changes in response to operational feedback.

6. Customer Advocacy & Relationship Management

• Serve as the trusted technical contact for high-profile accounts, ensuring they feel supported, informed, and confident in the resilience of their secure communications.
• Represent customer perspectives in internal decision-making, particularly around usability, resilience, and PQC deployment readiness.

7. Data-Driven Insights & Reporting

• Use operational data to identify trends in PQC-related issues, anticipate emerging support needs, and proactively address them.
• Produce executive-level reports on customer health, support load, and key operational risks.

Skills & Qualifications

• Experience: Minimum 10 years of relevant professional experience , with at least 5 years working with critical customers in the UAE (e.g., government, defense, telecom, critical infrastructure)
• Leadership: Proven experience managing technical support teams in security-critical, enterprise, or government environments . Preferably in UAE.
• Domain Expertise: Understanding of cryptographic principles , PKI, TLS, VPN technologies, and post-quantum algorithms such as Kyber, Dilithium, and Falcon.
• Technical Tools: Proficiency with secure support platforms, incident management tools, and monitoring systems.
• Analytical Ability: Skilled in interpreting operational data and translating it into process or product changes.
• Security Mindset: Ability to work under strict confidentiality and operational security protocols.
• Collaboration: Effective at building relationships across engineering, cryptography, product, and client success teams .
• Communication Skills: Capable of conveying complex cryptographic or networking concepts in plain language for executives and clients.