Technical Support Team Leader

Lema.AI is a well-funded, emerging cybersecurity startup based in New York and Tel Aviv, building the first risk engineering platform, turning TPRM analysts from checkbox compliance analysts into risk engineers that save the business. Backed by Team8, Salesforce and F2, and led by proven founders, Lema is redefining how enterprises understand and secure their vendor ecosystem.

Lema is already revenue-generating with dozens of enterprise customers including fortune 500 companies.

More About Lema

• Lema.ai website
• Business Insider - Cybersecurity startup Lema has come out of stealth to raise $24 million
• Team8 - Why We Invested In Lema

• McKinsey - nearly one-third of recent cyber breaches originated from third parties
• Hitch Partners - Third-party risk dominates security priorities, with AI-enhanced attacks and cloud misconfigurations completing the top three concerns.

The role focuses on leading and scaling the support team, including hiring, developing talent, and setting a high performance bar, while staying hands-on with complex escalations. You will own the support process end-to-end and work closely with Product and Engineering to turn customer issues into actionable insights. This includes supporting an AI-powered product across data flows, integrations, and model outputs, building scalable workflows, and driving continuous improvement through key performance metrics.

What You’ll Do

• Lead and grow the team - manage current support engineers and build the function as we scale, including hiring, defining the bar, and developing the team.
• Stay hands-on - take ownership of complex escalations and set the technical standard by example.
• Own the support process end-to-end - from intake and triage to resolution and follow-up.
• Work closely with Product and Engineering - turn customer issues into clear, actionable insights and close feedback loops at the pattern level.
• Support an AI-powered product - investigate issues across data flows, integrations, and model outputs.
• Build for scale - design workflows and runbooks that work today and continue to hold as the team grows.
• Drive with data - define and track key metrics (resolution time, escalation rate, backlog trends) and use them to improve performance.

What We’re Looking For

• 4+ years of hands-on support experience, including at least 2 years leading a technical support team in a B2B SaaS environment.
• Hiring and team-building experience - you’ve defined a hiring bar, evaluated candidates, and built a team intentionally.
• Strong technical foundation - comfortable with APIs, JSON, integrations, SSO/SAML, and debugging complex systems.
• SQL and database fluency - able to work directly with Postgres to investigate and resolve issues.
• Experience with observability tools - such as Coralogix, Datadog, or similar log analysis platforms.
• AI-native working style - you actively use tools like Claude, Gemini, or similar for debugging, analysis, and improving workflows.
• Process builder — experience building or improving support operations in a growing company.
• Strong communication skills - able to explain complex technical issues clearly and work effectively across teams.
• Practical and impact-driven - you prioritize well and focus on what moves the needle.

• Experience in cybersecurity, GRC, or TPRM domains.
• Experience supporting AI or LLM-based products.
• Ability to read and navigate a codebase independently.
• Experience building structured hiring processes.
• Experience working in a fast-growing startup environment — comfortable operating with ambiguity, shifting priorities, and building while things are still evolving.

• Impact: Build a category-defining platform that safeguards how modern businesses operate.
• Ownership: Join a culture that gives you full context, autonomy, and trust to drive outcomes.
• Compensation & Benefits: Competitive salary, equity package, and additional perks
• Velocity: Work with exceptional peers in a high-energy, low-bureaucracy environment.
• Growth: Shape a company that’s scaling rapidly, backed by Tier 1 investors and visionary customers.