Regional Support Manager, Product

Location

United States

Description

We are seeking a Regional Support Manager to lead Developer Support services for the Auth0 product unit at Okta. Reporting to the Director, Global Support Operations, this individual will manage a team of Lead Developer Support Engineers (DSE) who monitor daily operations and supervise Developer Support Engineers.

Developer Support Engineers (DSE) provide break-fix support, operational maintenance, and support services. Their position is an integral part of Auth0's long-term relationship with its global customers, and the efforts put forth by them directly impacts the long-term success of the customer relationship.

As a Support Manager for our AMER region (US and Argentina), you will provide your team a roadmap to success, lead by example, and model Okta values in your interactions. You will balance the customer experience and business needs for the best outcomes. You will partner strategically and cross functionally to improve product supportability and deliver amazing customer experiences at scale.

Responsibilities:

  • Lead and manage a team of Lead Developer Support Engineers in the Americas region through a rapid pace of change to scale the organization for growth
  • Oversight of case handling by our Support teams, including critical casework distribution, re-prioritization, and de-escalation from internal and external sources
  • Participate as needed during service incidents; providing timely, accurate, and easily consumable communications throughout the incident lifecycle
  • 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
  • Develop innovative, state-of-the-art ideas to optimize our processes, tools, and ultimately, our users’ experience based on team feedback.

Requirements:

  • Minimum 3 years of Support Management experience in a SaaS environment
  • Demonstrate understanding of enterprise software implementations and SaaS technologies. Experience with information security principles/practices and secure development
  • Expert competencies in how to handle escalated customer concerns, including translating complex customer needs into action and driving resolution internally
  • 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 for retaining employees and building a strong team culture
  • Experience managing remote workers
  • Preferred: Knowledge or Experience around Identity as a Solution (IaaS)
  • Preferred: Proven experience with multiple programming languages

#LI-Remote

#LI-MR2

((Colorado, New York and Washington only*) Minimum OTE of $135,000/year + equity + benefits))

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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