We are currently seeking an Enterprise Technical Support Team Lead to join our Technical Support Team.This is a leadership role within a global, rapidly evolving Technical Support organization. You will lead a team of technical professionals who deliver high-quality enterprise support,working closely with senior Support leadership and cross-functional stakeholders to ensure outstanding customer experience.Reporting to Support Leadership, you will assist with planning, organizing, and leading a team responsible for providing reliable, responsive, and high-quality technical support. You will ensure contractual response commitments are met while fostering a culture of accountability, technical excellence, and customer focus.
• Assist to develop and retain a motivated, high-performing technical support team• Support a collaborative, inclusive team cultureService Delivery & Operations• Ensure consistent delivery of high-quality support services• Lead and participate in customer case escalations• Identify and resolve service quality or efficiency issues• Provide backup on-call monitoring coverage during weekends and holidaysCross-Functional Collaboration• Partner with Engineering, Product Management, Sales, and other teams to resolve critical customer issues• Contribute to proactive support initiatives• Participate in Technical Support leadership initiatives• Support global operating goals• Develop effective systems, policies, and procedures
• Experience equivalent to a 4-year university education with an emphasis in Information Technology and Security, Computer Science, or Business Administration.• Requires an additional 4-5 years of experience working in Project Management, Escalation Management role, or extensive support experience in a medium-to-large software company. Technical Knowledge:• Ability to obtain a strong understanding of the product or solutions' value to the customers’ business. • Maintain a high-level understanding of the product/solutions architecture, components, and configuration. • Strong analytical skills to evaluate and interpret complex situations using multiple sources of information.Communication/Interpersonal Skills:• Customer advocacy and stakeholder management in escalated situationsinternal and external stakeholders toward successful outcomes.• Clear, executive-level communication and facilitation• Cross-functional coordination and action-plan execution• Sound judgment and composure under pressurePreferred / Desirable Skills• Experience with: Salesforce CRM, Business Intelligence Reporting, Data Analysis, Webex Meeting, Microsoft Power Automate, SharePoint, Azure DevOps, Office 365 Suite.• Knowledge of security software concepts, including identity and access management (IAM), privileged access management (PAM), and audit and security monitoring solutions
With flexible deployment options – from self-managed to fully managed – our solutions integrate seamlessly into your environment to strengthen your identity perimeter, protect against breaches and ensure governance and compliance. One Identity unifies identity governance and administration (IGA), privileged access management (PAM), and access management (AM) for security without compromise.
By unifying IAM tools, including identity governance and administration (IGA), access management (AM), privileged access management (PAM), and Active Directory management (AD Mgmt), it ensures optimal functionality and efficiency. This cohesive structure reduces identity sprawl and extends governance to the farthest endpoints of your IAM ecosystem.
Proven and trusted on a global scale, One Identity manages more than 500 million identities for more than 11,000 organizations worldwide. For more information, visit www.oneidentity.com
