Global Support Lead (SOC)
The Global SOC Support Lead will be responsible for building, leading, and scaling the company’s global support organisation, with primary ownership of establishing and running the Security Operations Centre (SOC), while also overseeing customer-facing product and technical support functions.
This is a hybrid leadership role spanning both security operations and broader technical/product support, including support for cutting-edge AI-driven security products.
The Global SOC Support Lead will manage a lean but highly impactful distributed support organisation, including SOC analysts across multiple regions and the unified global product support team.
While the SOC team will remain intentionally small, the role carries significant strategic and operational responsibility across global support functions.
This position is suited to a leader who thrives in fast-paced, high-volume environments and enjoys building structure, process, and operational excellence within scaling organisations.
Key Responsibilities
SOC Leadership & Security Operations
* Build and lead the global Security Operations Centre (SOC), owning alert triage, investigation workflows, and escalation models.
* Manage a distributed SOC analyst team across multiple regions.
* Define, implement, and maintain SOC playbooks, incident classifications, and response standards.
* Lead response efforts for P1/P2 security incidents, coordinating investigations and communications.
* Ensure incidents are managed quickly, consistently, and to a high standard globally.
* Partner with Security Engineering and Product teams to improve detections, reduce alert noise, and close operational gaps.
* Establish and report on key SOC performance metrics, including alert volumes, response times, and incident outcomes.
Product & Technical Support Leadership
* Lead the customer-facing product and technical support teams globally.
* Unify distributed support teams into a single cohesive operational function.
* Ensure clear ownership of tickets, escalations, and customer communications.
* Improve support workflows, SLAs, and quality standards.
* Oversee support for AI-driven product offerings and ensure readiness for evolving product complexity.
* Align product support operations closely with SOC workflows where security incidents impact customers.
Global Operations
* Lead a distributed support organisation globally
* Coordinate teams across multiple time zones to deliver consistent global service quality.
* Contribute to and mature a follow-the-sun operational model.
* Ensure global consistency in processes, expectations, and performance standards.
* Operational Maturity & Scale
* Introduce structure, governance, and documentation across the support organisation.
* Improve processes, operational efficiency, career progression frameworks, and knowledge management.
* Improve incident management processes, post-incident reviews, and corrective action frameworks.
* Use data and reporting to identify trends, risks, and opportunities for improvement.
* Scale the support function in line with platform growth and customer demand.
Skills & Experience Required
Core Experience & Knowledge
* Proven experience leading or building Security Operations Centres (SOC) and closely related operational support functions.
* Strong understanding of security operations, including alert triage, incident handling, escalation, and SOC workflows.
* Experience managing distributed/global support or operations teams.
* Strong operational improvement background, with demonstrated success improving support efficiency and scalability.
* Experience leading customer-facing product or technical support teams.
* Strong incident management capability, including leadership of high-severity incidents.
* Demonstrated ability to introduce structure, process, and metrics into fast-paced operational environments.
Preferred Background
* Experience building SOC functions from scratch, or leading significant operational transformation/efficiency initiatives within an existing SOC.
* MSP / MSSP / Managed Services experience highly desirable.
* Comfortable operating in chaotic, high-volume, fast-scaling environments.
* Strong enthusiasm for software, product support, and technical operations.
Qualifications
* Relevant certifications such as ITIL, Security+, or leadership qualifications are beneficial.
* Practical experience and demonstrated operational leadership capability are valued more highly than formal qualifications.
Why This Role is Unique
Unlike traditional SOC leadership roles focused purely on large analyst teams, this position combines security operations leadership with broader support ownership in a lean, high-impact environment.
It offers the opportunity to shape and scale a modern global support organisation supporting innovative AI-driven security products at an early and influential stage.