Head of QA & Product Support

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.

1. Quality at continuous-release speed Raise automation coverage, put AI features under real eval discipline, and make quality a release gate.


2. 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