Regional Support Manager, Developer Support

Remote - United States

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Awesome tech is made by awesome people. And we’re always looking for new team members who bring the energy, passion, commitment, and collaboration that has made Auth0 the great company it is today.
So what do we exactly build? Auth0 is an authentication and authorization platform designed by developers, for developers. Basically, we make companies’  login boxes safe, secure, and seamless for anyone logging in. Our mission is to secure the world’s identities so innovators can innovate. But it’s a big mission that requires a lot of teamwork. 
Words, code, or people, whatever your skill, there’s a place for you here.
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
Auth0 makes the internet safer by safeguarding billions of login transactions each month.
Our team is spread across more than 35 countries and we are proud to continually be recognized as a great place to work. Culture is critical to us, and we are transparent about our vision and principles. We practice N+1>N which applies to everything from our people to how we iterate our tech; we believe in one team, one score; and we give a shit about everything we do.
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet all the job criteria. We aren’t looking for someone who ticks every single box on a page; we’re looking for lifelong learners and people who can make us better with their unique experiences. If you think you’d be a great fit, then please get in touch to tell us about yourself.
Auth0, recently acquired by Okta, is an Equal Employment Opportunity employer. Auth0 conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or status as a Vietnam-era special disabled and other covered veteran status, or any other characteristic protected by law. Auth0 participates in E-Verify and will confirm work authorization for candidates residing in the United States.
Job region(s): North America
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