Job Description

Overview

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure in order to help fuel innovation and drive businesses forward. When you join our team, you will have the opportunity to build and develop products at scale. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment. With an expanding market, we are seeking to hire a Technical Support Manager to lead our team of technical support engineers.

Responsibilities

The Technical Support Manager is an articulate and seasoned technical guru who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments. If you have a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a dynamic, high growth, learning environment, this role is for you. Our team is rapidly expanding and we’re searching for talented and driven individuals!

• Plans, organizes, and manages technical support for one or more of OneLogin products to provide unrivaled, timely technical support for customers and prospects consistent with technical support values.
• Attracts, hires, retains, organizes, develops, manages, recognizes, and rewards a motivated workforce capable of achieving short and long-range business objectives within company policies and procedures.
• Leads and participates in working with other OneLogin and One Identity departments to provide proactive, responsive, and timely solutions to customer and product issues.
• Leads and participates in the management of customers and customer Service Request escalations.
• Participates as a proactive member of the OneLogin/One Identity management team by setting high standards throughout the Technical Support department and contributes to the company as follows:
• Meets or exceeds short and long-term global operating results.
• Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost-effective results.
• Takes strategic risks toward achieving operational excellence.
• Maintains high standards of excellence and strong work ethics.
• Ensures appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.

Qualifications

• Quickly learn the general concepts of the technology used in and associated with OneLogin products.
• Has demonstrated leadership and organizational skills with the ability to motivate and develop a team of professionals capable of achieving aggressive business goals and objectives. An in-depth understanding of the basic principles behind technical support processes and procedures.
• Requires strong written, verbal and presentation skills.
• Good analytical and problem-solving skills.
• Ability to quickly understand both business and technical concepts.
• Excellent interpersonal skills with the ability to interact with both technical and non-technical customers.
• Self-motivated, quality driven and customer focused.
• Understands and embraces cultural diversity.
• Proven ability to multi-task and prioritize workload.
• 10+years of relevant technical customer support experience, or equivalent combination of education and work experience.
• 4+ years of leadership experience.

Our core values:

• Integrity - As a security company, integrity is our highest priority. We deliver on our commitments and treat customers, partners, and colleagues equally.
• Innovation - Innovation is in our DNA and we always try to look ahead of the curve and think smarter, faster, bigger and better.
• Excellence - We strive for excellence and quality in everything that we do to drive customer satisfaction and loyalty.
• Urgency - We live in a real-time world where the marketplace is fiercely competitive, and customers expect instant gratification. We operate with extreme urgency to address customer needs and resolve issues promptly.
• Customers for life - First and foremost, we are here to serve our customers. We take a long-term view of customer relationships and focus on building long-term value.
• Great place to work - Create a work environment of transparency, trust and professional challenges that attract the best possible people.