Auth0 is a unicorn that just closed a $120M Series F round of funding, with total capital raised to date of $330M and valuation of nearly $2B. We are growing rapidly and looking for exceptional new team members to add to our exceptional talent pool - and who will help take us to the next level of success. One team, one score. 

Our vision is to provide people with secure access to any application in one click or less. And our promise is to make identity work for everyone—whether you’re a developer looking to innovate, or a security professional looking to mitigate. We are looking for curious, excited, boundary-pushing team members. So, if you’re a big thinker who is nimble and adaptable, Auth0 may be an ideal place for you to shine.

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 experience.
• 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 safeguards more than 4.5 billion login transactions each month and its top priorities are availability and security.

We like to think that we are helping make the internet safer. 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. 

Auth0 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.