Regional Support Manager, Developer Support

diversity-iconDeveloper Support

distributed-iconUS - Remote

As a Support Manager, you will lead developer support services for the Auth0 SaaS solution.Reporting to the VP, Global Technical Support, you will lead our Developer Support Engineers (DSE) to provide break-fix support, operational maintenance, and support services. This position is an integral part of Auth0's long-term relationship with its global customers, and the efforts put forth by you will directly impact the long-term success of the customer relationship. To be successful in this role, you'll need to have the passion and energy to work in a fast-paced environment, with a customer-first approach.

Primary responsibilities you'll have in this role include:

  • Lead and manage a team of Developer Support Engineers in the Americas region
  • Manage shift handover to incoming regions to ensure our follow-the-sun processes operate flawlessly
  • Oversight of case handling by our Support teams, including critical casework distribution, re-prioritization, and de-escalation from internal and external sources
  • Create and manage rotation schedules for telephone and weekend coverage
  • Closely collaborate with our Engineering team in managing escalations from Support
  • Development and mentorship of Support staff, including documented development plans to assess training needs and skill development for DSE’s
  • Work with Global Support Leadership to measure team effectiveness against KPIs
  • Meet with customers with special requirements or to resolve concerns
  • Develop innovative, 
state-of-the-art ideas to optimize our processes, tools, and ultimately, our users’ experience 
based on team feedback

Skills we're looking for in you include:

  • 4+ years of Support Management or Escalation Management 
  • Demonstrate understanding of enterprise software implementations and SaaS 
  • Proven competencies in managing escalated accounts, and driving incident, 
problem, and escalation management to successful resolutions, including translating complex customer needs into actionable and attainable plans
  • Excel in logical problem solving and communication skills, particularly when 
confronted with time-sensitive issues that require difficult decisions and conflicting priorities
  • Proactive self-starter with a Customer First attitude, with proven leadership and motivational skills
  • Experience with information security principles/practices and secure 
  • Ability to work and communicate effectively with across all levels including executives, both internally and externally
  • Experience managing a distributed workforce

Bonus points for the following skills:

  • Knowledge or Experience around Identity as a Solution (IaaS)
  • Proven experience with multiple programming languages