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Product Support Team Lead
ГибридПолная занятостьПоддержка клиентовCybersecurity
Lead and develop a team of Product Support Engineers while serving as the senior escalation point for complex customer issues involving identity security products. Drive support quality, operational efficiency, and cross-functional resolution of customer-impacting problems in a hybrid position based
Обязанности
- Lead, mentor, manage, and develop Product Support Engineers.
- Conduct performance reviews, create development plans, and support onboarding and technical training.
- Manage team coverage, support prioritization, queues, escalations, and service-level targets.
- Troubleshoot complex customer issues using logs, traces, diagnostic information, and performance data.
- Lead customer engagements, major cases, root cause analysis, and critical issue escalation.
- Execute and oversee product upgrades in customer production environments.
- Document technical solutions, product defects, and knowledge base content.
- Improve support workflows, quality controls, processes, and operational performance.
- Collaborate with Engineering, Product Management, QA, and Support Management on issue resolution and product quality.
- Participate in incident reviews, postmortems, product reviews, and cross-functional support initiatives.
Требования
- At least 4 years of product support experience, including leadership or team management responsibilities.
- Strong experience with Active Directory, Microsoft 365, and identity and access management solutions.
- Knowledge of DNS, networking concepts, and security protocols.
- Advanced PowerShell scripting skills for automation, diagnostics, and troubleshooting.
- Experience supporting production software environments and resolving customer-impacting issues.
- Demonstrated coaching, mentoring, performance management, and technical escalation experience.
- Strong analytical, problem-solving, organizational, written, and verbal communication skills.
- Ability to explain complex technical concepts to technical and non-technical audiences.
- Willingness to support urgent, high-visibility customer situations outside standard business hours when required.
Будет плюсом
- Experience with Microsoft Azure, AWS, or Google Cloud Platform.
- Experience participating in incident reviews, postmortems, product reviews, or supportability improvements.
- Knowledge of identity and access management, cybersecurity solutions, and the identity security market.
Условия и преимущества
- Hybrid work model with up to three days per week in the office and the remaining days remotely.
- Employee-focused culture emphasizing growth, purpose, balance, curiosity, and inclusion.
- Equal opportunity employer with reasonable accommodation support.