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Sr. Regional Support Manager

Company: Auth0
Location: Bellevue
Posted on: January 17, 2020

Job Description:

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. Responsibilities: - 60%: Creating and managing customer escalation process. - Create and document Auth0 support process for large ARR or strategic customers. - Create validation mechanism to ensure this process is reserved for Auth0's top customers. - Create and maintain repository for known processes. - Build the process to be deployed into the regions, which is manageable by local RSMS or leads. - Train the relevant users on the new process and appropriate use (CSM, sales to start). - Develop and maintain a prioritized issue list and action plan to drive resolution to critical customer issues. - Hold scheduled conference calls with assigned customer accounts to understand the business impacts of key critical issues, and report back on the current status of those issues. - Identify need for initial or supplemental project resources. - Coordinate resources throughout Auth0's organization to address the action plan for assigned problems. - Report to senior management across support organization to provide insight into the current state of the customer relationship with escalated problems. - 40%: Managing senior/escalation support engineers. - Manage, motivate and develop senior, premier and principal support engineers. - Ensure enior engineers are prepared for current and new technological advancements. Direct or coordinate activities of project personnel. - Contribute to CSAT analysis to close knowledge gaps and use senior engineers as mentors towards more junior resources. - Work with director of support to ensure we can apply - senior technical resources towards ticket deflection and customer education. - Hold weekly 1-1s with senior, premier, principal engineers to understand current issues, develop future plans and create career development frameworks for all staff. - Coordinate recruitment or selection of project personnel. Skills & Experience: Must also have authority to work permanently in the U.S. Applicants who are interested in this position may apply at *********************** Job ID: 23630 for consideration. - Requires a Bachelor's degree in Computer Science, or related field plus 3 years of experience. - 3 years of experience in problem management, project management. - 2 years of experience in managements and team development. - 3 years of knowledge of the identity sector. - 3 years of knowledge of software development fundamentals and common architectures. - 3 years of knowledge of HTTP, encryption, basic security concepts. - 3 years of knowledge of authentication and authorization concepts. - 3 years of knowledge of one or more Auth protocols/specifications: OAuth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc. - 3 years of knowledge of at least one programming languages; ideally JavaScript. 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! 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. Read Full Job Description ******************************************************************************************* & lever-source%5B%5D=BuiltInSeattle By clicking continue you agree to Built In's Privacy Policy and Terms of Use.

Keywords: Auth0, Seattle , Sr. Regional Support Manager, Executive , Bellevue, Washington

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