Overview

Auth0 is a pre-IPO unicorn. We are growing rapidly and looking for exceptional new team members to add to our teams and will help take us to the next level. One team, one score.

We never compromise on identity. You should never compromise yours either. We want you to bring your whole self to Auth0. If you’re passionate, practice radical transparency to build trust and respect, and thrive when you’re collaborating, experimenting and learning – this may be your ideal work environment.  We are looking for team members that want to help us build upon what we have accomplished so far and make it better every day.  N+1 > N.

We are seeking individuals to lead support services for the Auth0 SaaS solution.  Reporting to the Sr Global Director of Technical Support, this individual 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 this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast-paced environment.

Auth0 has a strict NO JERK policy, so only those who love to collaborate, understand how to give and take constructive feedback and are always looking to make themselves and their peers better need apply.

Responsibilities:

  • Lead and manage a team of 6-9 Developer Support Engineers in region
  • Manage shift handover to incoming regions to ensure our follow-the-sun processes operate flawlessly
  • Management of case handling by the DSE Support teams
  • Casework distribution among DSEs
  • Re-prioritization of Support cases
  • De-escalation of Support cases
  • Create and manage rotation schedules for telephone coverage, weekend coverage and SLA breach
  • Ensure Auth0 telephone support lines are constantly manned and calls are answered
  • Ensuring the AUth0 support team meets it’s SLA agreements
  • Handle first line escalations internal or external sources
  • Manage Engineering Escalations tickets via Weekly Technical Escalations 
Meetings
  • Development and mentorship of Support Staff, including documented development plans
  • Work with Director of Global support to measure team effectiveness against KPIs, specifically SLA and Customer Satisfaction
  • Meet with customers with special requirements or to resolve concerns
  • Assess training needs and arrange for necessary training to maintain DSE 
skills
  • Bring innovative, 
state-of-the-art ideas to optimize our processes, tools, etc. and ultimately, our users’ experience

Requirements:

  • Minimum 4 years of Support Management or Escalation Management
  • Demonstrated understanding of enterprise software implementations and SaaS 
technologies
  • Expert competencies in managing escalated accounts, and driving incident, 
problem, and escalation management to successful resolutions.
  • Excel in logical problem solving and communication skills, particularly when 
confronted with time-sensitive issues that require difficult decisions.
  • Ability to work and communicate effectively with executives, both 
internally and externally.
  • Demonstrated ability to translate complex customer needs into 
actionable/attainable plans.
  • Proven leadership and motivational skills
  • Proactive self-starter with a client-focused attitude / DNA
  • Experience with information security principles/practices and secure 
development
  • Excellent written and verbal communication skills
  • Experience managing remote workers
  • Preferred: Knowledge or Experience around Identity as a Solution (IaaS) Preferred: Proven experience with multiple developer languages

Auth0’s mission is to help developers innovate faster. Every company is becoming a software company and developers are at the center of this shift. They need better tools and building blocks so they can stay focused on innovating. One of these building blocks is identity: authentication and authorization. That’s what we do. Our platform handles 2.5B logins per month for thousands of customers around the world. From indie makers to Fortune 500 companies, we can handle any use case.

We like to think that we are helping make the internet safer.  We have raised $210M to date and are growing quickly. 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.

Join us on this journey to make developers more productive while making the internet safer!