Growing cybersecurity environment focused on SaaS, identity, enterprise applications, automation, and agentic AI
Responsibilities
Lead, coach, and develop a team of five support engineers, including performance management, career development, hiring, and ongoing team growth
Own daily support operations, including case prioritization, workload allocation, team coverage, escalation paths, quality standards, and customer communications
Serve as the technical lead for complex and high-priority customer escalations
Build deep expertise across the platform and the SaaS, identity, API, integration, and security environments
Strengthen the team's technical capabilities through case reviews, troubleshooting guidance, documentation, knowledge sharing, and hands-on coaching
Represent Support during critical customer situations
Identify recurring customer issues and collaborate with Product and Engineering to drive product improvements
Partner with teams developing agentic AI capabilities to introduce new support workflows
Monitor support quality and operational performance, including resolution times, SLA performance, customer satisfaction, and automation impact
Use support data and customer feedback to identify opportunities to improve team efficiency
Balance hands-on technical involvement with people leadership
Strong technical troubleshooting capabilities, including investigating ambiguous issues, working across APIs and integrations, interpreting logs and product behavior
Experience leading a small technical team, either through direct people management or as a technical lead
Strong judgment when managing customer escalations
Demonstrated ability to develop engineers, provide constructive feedback, and improve team processes
Experience using support metrics to identify operational issues
Practical interest in automation and AI-driven support workflows
Experience with SaaS security, identity management, OAuth, SAML, or enterprise application integrations is preferred
Experience supporting security incidents or other time-sensitive customer issues is a plus
Previous experience implementing automation, AI, self-service, or similar capabilities within a support organization is advantageous
Strong communication, collaboration, ownership, and problem-solving skills
Ability to work effectively in a fast-paced environment
Conditions
Base salary range of $165,000–$199,000 USD
Eligibility for equity awards
401(k) retirement benefits
Comprehensive healthcare coverage, including dental and vision
Flexible paid time off and paid holiday time off
12 weeks of new parent or family leave
Personal and professional development resources
Remote work within the U.S. East/Central region, with the role supporting candidates based in or around New York City, Dallas, or Philadelphia
Employment requires satisfactory proof of identity and legal authorization to work in the United States