Head of QA & Product Support

WHO ARE WE? We are a bunch of super enthusiastic, passionate, and highly driven people, working to achieve a common goal! We believe that work and the workplace should be joyful and always buzzing with energy! CloudSEK, one of India’s most trusted Cyber security product companies, is on a mission to build the world’s fastest and most reliable AI technology that identifies and resolves digital threats in real-time. The central proposition is leveraging Artificial Intelligence and Machine Learning to create a quick and reliable analysis and alert system that provides rapid detection across multiple internet sources, precise threat analysis, and prompt resolution with minimal human intervention. Founded in 2015, headquartered at Singapore, we are proud to say that we’ve grown at a frenetic pace and have been able to achieve some accolades along the way, including: CloudSEK’s Product Suite: CloudSEK XVigil constantly maps a customer’s digital assets, identifies threats and enriches them with cyber intelligence, and then provides workflows to manage and remediate all identified threats including takedown support. A powerful Attack Surface Monitoring tool that gives visibility and intelligence on customers’ attack surfaces. CloudSEK's BeVigil uses a combination of Mobile, Web, Network and Encryption Scanners to map and protect known and unknown assets. CloudSEK’s Contextual AI SVigil identifies software supply chain risks by monitoring Software, Cloud Services, and third-party dependencies. Key Milestones: 2016: Launched our first product. 2018: Secured Pre-series A funding. 2019: Expanded operations to India, Southeast Asia, and the Americas. 2020: Won the NASSCOM-DSCI Excellence Award for Security Product Company of the Year. 2021: Raised $7M in Series A funding led by MassMutual Ventures. Awards & Recognition: Won NetApp Excellerator's "Best Growth Strategy Award," CloudSEK XVigil joined NVIDIA Inception Program, and won the NASSCOM Emerge 50 Cybersecurity Award. 2025: Secured $19 million in funding led by Tenacity Ventures, Commvault. About the Role CloudSEK is an AI-first predictive cybersecurity company. We help enterprises see and stop digital risk across attack surface, digital risk protection, supply chain, and AI-driven threat intelligence through products including XVigil, BeVigil, SVigil, Nexus AI, and AIVigil. We're hiring a Head of QA & Product Support who will own quality for the full platform and build a highly technical product support org that can resolve production issues with cybersecurity fluency. The Mandate Two jobs. Equal weight. One leader. Quality at continuous-release speed Raise automation coverage, put AI features under real eval discipline, and make quality a release gate. Technical product support that scales geographically Own L1–L3 product support, SLAs, and incident response. Build an India-primary team with dedicated UK-hours coverage (US overlap), English-first, technical enough to debug with Eng and speak clearly to customers. You inherit the teams. You raise the bar. You hire and coach for depth. What You'll Own Quality Engineering & Automation Own QA strategy and execution across the full CloudSEK platform. Drive automation coverage up - UI, API, contract, regression, smoke, and critical-path suites. Build and scale frameworks on our stack: Python, Playwright, Pytest, REST, Postman, Playwright API, Requests, with GitHub Actions / Jenkins, and performance via Locust. Partner with Eng Leads on shift-left: unit/integration boundaries, test data, environments, flaky-test hygiene, and release confidence under continuous delivery. Own non-functional testing where it matters: performance, reliability, and regression risk on high-traffic / high-severity flows. Define quality metrics that leadership actually uses: escape rate, automation %, flake rate, MTTR for quality defects, release readiness. AI Product Testing CloudSEK ships LLM- and agent-powered product surfaces. You will build QA practices for AI systems - not just pass/fail UI checks. You (and your team) should be fluent in: LLM / GenAI evaluation: offline & online evals, golden datasets, rubric-based scoring, human-in-the-loop review Hallucination, groundedness, faithfulness, relevance and regression gates when prompts, models, or retrieval change RAG quality: retrieval precision/recall, chunking/embedding impact, context window behavior, citation/grounding checks Agentic workflows: multi-step agents, tool-calling, LangChain / LangGraph graphs, state/memory, failure modes, timeout/retry behavior Observability for AI quality: LangFuse (or equivalent) traces, prompt/version lineage, cost/latency vs quality tradeoffs Model & provider change management: OpenAI / Gemini (and similar) upgrades, A/B or shadow evals, prompt versioning, canary releases Non-determinism handling: seed/temperature strategy, statistical evals, tolerance bands, flake classification for stochastic outputs Safety & policy testing (product-facing): PII leakage, unsafe completions, jailbreak resistance in product UX Data quality for AI: eval set curation, labeling guidelines, drift detection on inputs/outputs, feedback loops from support → eval suite Success looks like: every meaningful AI change ships with an eval harness signal; support tickets about “wrong AI answers” feed back into regression sets; quality bars are explicit for hallucination, groundedness, and agent task success rate. Product Support (L1–L3) Own product support end-to-end (L1 / L2 / L3) - triage, technical diagnosis, customer-facing technical responses, and structured escalation into Engineering. CSM owns customer/relationship escalation paths; you own the technical support engine, playbooks, and severity model that CSM and customers rely on. Own support SLAs, on-call/incident process, and postmortems for product support and production issues in your remit. Build a highly technical support team: cybersecurity basics (threat intel, ASM/DRP concepts, vulns, credentials/leaks, attack surface), platform literacy, log/query fluency, and the ability to reproduce and root-cause. Scale supports India-primary, with at least one dedicated UK-hours resource for overlap with UK/US customers; English as the working language. Instrument support: taxonomy, deflection, knowledge base, time-to-first-response / time-to-resolution, reopen rate, and feedback into Product & QA. Hire, train, and retain across geographies/time zones without diluting the technical bar. Who You'll Work With Reports to: VP of Product Peers: Engineering Leads, Product Directors, CSM Directors, Program Director Partners: Eng (defect + incident), Product (priority & quality bar), CSM (customer escalation ownership), GTM (severity and customer context) Requirements Must-have 10+ years in QA / Quality Engineering / technical support engineering for B2B SaaS (cybersecurity domain a plus, not required) 5+ years people leadership, including leading teams of 10+ (managers and/or senior ICs) Proven ownership of test automation strategy at scale - UI + API (and related: contract, regression, performance) in a continuous delivery environment Hands-on fluency with (or ability to go deep on day one): Python, Playwright, Pytest, REST/API automation, CI/CD (GitHub Actions/Jenkins) Direct experience testing AI/LLM product features: evals, RAG, agents, prompt/model regressions, observability (e.g. LangChain / LangGraph / LangFuse or equivalent) Experience building or transforming a technical product support function (L1–L3), including SLAs, incident process, and postmortems Comfort with PostgreSQL/MySQL, logs, and production debugging alongside Eng Cloud familiarity (AWS and/or GCP preferred) Excellent written and spoken English; can write customer-ready technical responses Bangalore-based; willing to build and run an India-primary team with UK-hours coverage Bias to action, high ownership, startup pace Nice-to-have Prior cybersecurity / threat intelligence / ASM / DRP product exposure Locust or equivalent performance testing at scale Experience standing up follow-the-sun or multi-timezone support Familiarity with support tooling (ticketing, KB, status/incident comms) and quality dashboards Benefits of Joining CloudSEK We provide an environment where you can develop and enhance your skills while delivering meaningful work that matters. You’ll be rewarded a competitive salary as well as a full spectrum of generous perks and incentives which include: Flexible working hours. Food, unlimited snacks and drinks are all available while at office. And, the finest part is yet to come! Every now and then we ensure to unwind and have a good time together, which involves games, fun, and soulful music. Feel free to show off your artistic side here! CloudSEK is an equal opportunity employer and is committed to building a diverse and inclusive workplace. We encourage candidates from all backgrounds to apply.