Senior Manager, Escalation Engineering

Description

Silverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers, including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category.

Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security.

We are looking for a Senior Manager, Escalation Engineering to join us. As a Senior Manager for the Escalations team, you will lead one of the most crucial and critical teams by serving both the R&D teams and our customers. Your main responsibility will be to assist our R&D team with resolving and handling complex technical issues raised by our support team. You will be working closely with both R&D and support, deep dive into the code, and have a direct impact on customer satisfaction and product improvement. You’ll have hands-on experience with our tech stack and become an expert on the Silverfort product.

Responsibilities

• Manage and lead the Escalations team
• Be the first line of contact for bugs raised by customer support, perform root-cause analysis, and implement hands-on fixes or configuration changes as needed
• Serve as a focal point and collaborate with DevOps, R&D, Product, and Support teams to identify system-wide bugs and provide point solutions
• Work with our DevOps and R&D departments to develop robust internal tools
• Serve as a subject matter expert in a product domain with deep product understanding and close collaboration with R&D
• Drive initiatives to reduce ticket volume, increase efficiency and supportability, and improve customer experience
• Create and maintain documentation, create training material, and lesson plans to empower lower-tier technical teams to handle complex issues independently
  
  

• Minimum of 6 years of experience in Escalations and/or Support roles, with strong hands-on experience in an infrastructure-focused environment
• Minimum of 2 years of managerial experience, with proven ability to lead, develop, and grow teams
• Strong and solid understanding of networking and identity infrastructure concepts (firewalls, VPNs and proxies, LDAP, Active Directory, GPOs, Windows Server, access control, Wireshark captures) - Must
• Hands-on experience with Linux and working in a SaaS environment - Must
• Hands-on experience with Kubernetes, Docker, and virtualization tools - an advantage
• Ability to read, understand, and occasionally modify code, with emphasis on Python and JS (experience with Go is a plus)
• Excellent communication and collaboration skills with the ability to present and explain complex technical concepts in a simplified way internally and externally with customers
• Strong analytical skills and detail-oriented, with the ability to see the bigger picture from a limited set of data
• Ability to work independently and prioritize multiple projects in a fast-paced environment