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Customer Support Lead

Temporary, Full-time · Amsterdam, Hybrid
65,000 - 85,000 € per year
Your mission

Position: Full-time | 40 hours per week 
Location: Amsterdam, Netherlands | Hybrid (2–3 days per week in the office) 
Salary Range: 65.000, - to 85.000, - annually 

About the Job 

The Customer Support Lead is a senior technical customer support role requiring a strong technical and cybersecurity background to support ThreatFabric customers in resolving complex issues related to our SaaS-based security solutions. 

The role focuses on incident ownership, ticket resolution, structured communication, and ensuring continuity of service for customers using ThreatFabric’s mobile SDKs, APIs, web services, and backend components. 

This position offers a unique opportunity to formalize and build the Customer Support function at ThreatFabric. Support responsibilities are currently distributed across teams; you will bring structure, define processes, and establish scalable support operations aligned with 24/7 service delivery. 

The ideal candidate has experience within (or leading) technical Customer Support teams in cybersecurity or technical SaaS environments, particularly supporting API-based, mobile SDK, or cloud-native backend solutions. This role combines hands-on technical ownership with the opportunity to grow into a team leadership position as ThreatFabric continues to scale. 

Responsibilities 

Your key responsibilities will include: 

  • Optimizing and formalizing Customer Support processes based on best practices fromprevioussupport organizations.
  • Owning customer-reported technical issues from intake to resolution via the ticketing system.
  • Analysing, triaging, andprioritisingincidents across mobile SDK, web, API, and backend components.
  • Supporting SaaS-based solutions, requiring a cloud-first, service-oriented mindset rather thanon-premisesupport thinking.
  • Coordinating with customers and internal Engineering teams to resolve complex technical problems.
  • Actively following up with stakeholders to ensuretimelyresolution in line with SLAs.
  • Communicating clearly and professionally with customersregardingissue status, impact, and resolution timelines.
  • Performing root cause analysis and documenting findings, resolutions, and preventive measures.
  • Identifyingrecurring issues and contributing to structural product or process improvements.
  • Writing clear, actionableincidentand improvement reports.
  • Sharing relevant customer feedback internally with Product, Engineering, and Customer Success teams.
  • Contributing to service quality metrics and continuous improvement initiatives.
  • Supporting andoperatingwithin a 24/7 support model, including participation in an on-call rotation outside regular business hours.
  • Coaching team members and contributing to the development of a future Customer Support team as the company scales.

 What We Offer 

  • A 12-month employment contract with the intention to extend. Subject to mutual satisfaction, this may lead to a permanent position. 
  • A competitive salary between 65.000, - and 85.000, - annually. 
  • 25 holidays per year. 
  • A pension scheme. 
  • 8% holiday allowance (included in annual salary). 
  • A stimulating and supportive work environment that encourages growth and development. 
  • The opportunity to make a meaningful impact in a rapidly growing tech company. 
  • Flexible remote / hybrid work-from-home options to promote work-life balance. 
  • Flexible working hours. 
  • Active ThreatFabric events and FitFabric bootcamps. 
  • Active knowledge-sharing huddles. 
Your profile

Skills & Competencies 

Technical skills 

  • Minimum of 5 years of experience ina technicalsupport, production support, or customer-facing engineeringrole.
  • Strong understanding of SaaS environments and cloud-native architectures.
  • Proven experience supporting API-based solutions, mobile SDK integrations, web services, and backend systems.
  • Solid troubleshootingmethodologyand incident handling experience.
  • Experience in cybersecurity, IT security, mobile security, anti-fraud, anti-financial crime, or compliance software is strongly preferred.
  • Understanding of24/7 support models and SLA-driven service environments.
  • Fluent in English, both written and spoken.

Customer-focused / Result-driven 

  • Takesfull ownership of customer issues anddrivesthem to resolution.
  • Demonstrates strong customer service and stakeholder management skills.
  • Maintains high service quality standards and customer satisfaction.

Communication skills 

  • Able to explain complex technical issues to both technical and non-technical stakeholders.
  • Communicates clearly, structured, and calmly during high-pressure incidents.
  • Aligns internal and external stakeholders effectively during escalations.

Competences 

  • Strong learning orientation and adaptability in a scale-up environment.
  • Comfortable with multi-tasking and shifting priorities.
  • Experience coaching individuals isrequired.
  • Prior experience managing a support team is preferred but not mandatory.
  • International experience is preferred,demonstratingcultural awareness and the ability to work with global customers and distributed teams.
  • Willingness to remain hands-on while contributing to team development and future leadership responsibilities.

Information Security, Business Continuity & Privacy 

  • Has a positive and active attitude towards information security, business continuity, and privacy.
  • Engages in awareness sessions and stays up to date on relevant information (e.g.Teams and Confluence).
  • Actively reports security incidents to the Risk Officer or supports in solving security incidents when expertise is required.
  • Acts as a role model andadheresto all applicable policiesregardinginformation security, privacy, and business continuity.
Why us?
About ThreatFabric
At ThreatFabric, we're not just shaping the future of cybersecurity - we're defining it. With our headquartered in the vibrant city of Amsterdam, ThreatFabric stands at the forefront of combating online fraud, mobile malware, and threat intelligence.
 
Costly online scams, fraud and malware attacks are rampant. Victims’ life savings are stolen, but so are their confidence and trust. On top of this, financials' brand and reputation are damaged. Many lack online visibility to trigger prompt reaction, and the industry faces regulatory reimbursement pressure.
 
This is why ThreatFabric provides web and mobile security: scam, fraud and malware detection and prevention, and threat intelligence to be proactive. We help the biggest financial brands protect their customers and their reputation in a world where attacks escalate, and trust erodes.
 
Join Our Dynamic Team
Ready to dive into the heart of innovation? Our team is a melting pot of talent, passion, and expertise from all corners of the globe. Behind ThreatFabric's success lies a diverse ensemble of technical experts, data scientists, and thought leaders united by a passion for innovation. With a global perspective and a collaborative spirit, our team leverages innovative technology and thousands of data points to deliver security solutions.
 
As a scale-up, we embrace a scale-up mentality where flexibility, adaptability, and a dynamic approach are essential.
 
Our Core Values
At ThreatFabric, our culture is defined by three guiding principles:
  • One Team: Collaboration fuels our success as we work together to tackle complex challenges.
  • Continuous Excellence: We're committed to pushing boundaries and exceeding expectations in everything we do.
  • Customers at the Heart: Our customers are not just clients - they're partners. Their success is our priority.
Interested?
Are you as excited about this opportunity as we are? We can't wait to hear from you! Apply through the Personio link, and let's make innovation happen together! We aim to fill this vacancy in Q2 2026.
 
What's next?
So, you've hit send - what happens now? First, we'll do a screening to ensure we're a good match. If all goes well, you'll be invited for an initial chat with us. Then, there's a second interview, and we may include an assessment to better understand your skills. Ready to take the plunge?
 
Please note: Pre-employment screening is part of our selection process. We do not accept unsolicited resumes from recruiters or employment agencies.
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About us
ThreatFabric is fusing 15 years of leading threat research and fraud experience with next-gen technology to detect the latest fraud threats. No matter the regulations, and no matter how relentless the criminals, we ensure the best channel fraud prevention across the globe. Our customers are prepared for any eventuality, earning their customers trust worldwide.
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