Silverfort is a cyber-security startup that develops a revolutionary identity protection platform. Using patented technology, our product enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers. In addition, we use advanced behavior analytics to apply adaptive authentication policies and prevent cyber-attacks in real time.
Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. We develop cutting-edge cybersecurity technology that solves urgent customer needs today and is also a game changer for years to come.
Silverfort’s team includes exceptional researchers, engineers, and technology experts who successfully tackle some of the most complex challenges in cyber-security. Silverfort has happy customers worldwide, strong market validation (including several industry awards), strategic partnerships with the largest security vendors in the world, and significant funding from leading VCs.
We are seeking a dynamic and experienced Technical Support Team Lead to join our expanding team across the APAC region. In this role, you will not only manage and lead the support team but will also actively participate in Tier 2 technical support tasks and escalations.
Responsibilities
- Lead and scale a 24/7 support team, handling both Tier 1 and Tier 2 support
- Hire, train, and develop new team members, instill motivation and passion for delivering excellent support
- Implement best practices for high-quality customer support
- Develop and implement tools and procedures to optimize support operations
- Manage escalations and assist the team with complex issues
- Stay updated on new features and changes to inform the team
- Actively handle Tier 2 support, resolving complex customer issues
- Provide hands-on technical investigations and collaborate with other technical teams to troubleshoot and resolve issues.
- Collaborate with other technical teams for troubleshooting
- Work with R&D, Field & Sales Engineers, and Customer Success for seamless customer onboarding and support
- Enhance internal knowledge base articles and processes
Requirements
- Minimum of 5 years of experience in a technical support role with at least 2 years of people management experience
- Strong knowledge of networking - a must
- Familiarity with Active Directory – a must
- Background in Cyber Security or Identity/Authentication is highly advantageous
- Ability to understand and resolve technical issues independently.
- Proven experience with Linux and Windows environments.
- Experience working with ticketing and support systems.
- Excellent communication and problem-solving skills.
- Proficient in English, both written and spoken.
- Ability to thrive in a fast-paced and changing environment, take initiative, and adapt quickly.
- Creative, hands-on approach to challenges.
- Willingness to travel up to 10% of the time.
What the Team is Saying
What We Do
Fueled by a belief that identity professionals deserve better, we found a way to break down the silos of identity security—eliminating the gaps and blind spots left behind by a patchwork of point solutions. The Silverfort Identity Security Platform is the first to deliver end-to-end identity security, protecting every identity in the cloud, on-prem, humans, machines, and everything in between. Our patented technology—Runtime Access Protection (RAP)—natively integrates with the entire IAM infrastructure, giving businesses visibility into all identities, analyzing every access, and extending active protection to resources that could not be protected previously—including NHIs, legacy systems, command line tools, and IT/OT infrastructure. It is easy to deploy and use, and doesn’t disrupt business operations, resulting in better security outcomes with less work. Silverfort is the identity security platform that both identity and security professionals deserve, earning the trust of more than 1,000 leading organizations, including several Fortune 50 companies.
Why Work With Us
We believe that our high retention rates stem from our employees’ confidence in their ability to develop and progress within the company. We prioritize a supportive and encouraging environment that fosters a positive people culture, enhancing employee satisfaction, engagement, and their desire to stay and grow with us.
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Silverfort Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Employees engage in a combination of remote and on-site work.
