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.
The Technical Support Team Lead sits at the intersection of hands-on technical work and people leadership — responsible for the day-to-day operations of a Technical Support Engineering team while staying close enough to the ground level to drive performance, team health, and individual development forward.
Responsibilities- Own escalation triage and resolution — serve as the direct point of contact for customers and internal stakeholders when cases require leadership involvement, and take cases hands-on when the team needs capacity or a senior-level opinion
- Lead regular 1-on-1s, weekly team check-ins, and performance reviews — maintain a clear pulse on individual performance and address friction before it becomes a pattern
- Manage the on-call rotation end-to-end, including scheduling, tooling, and payments, and participate in the weekly management on-call to support engineers as needed
- Stay technically current on Silverfort's platform and customer environments; identify recurring patterns across the queue and treat them as training gaps, documentation failures, or unresolved process decisions
- Build and maintain internal and external knowledge base content that reduces ticket volume and keeps the team sharp
- Partner cross-functionally with R&D, Customer Success, and Field teams to ensure clean handoffs, smooth deployments, and visibility into support trends that the business needs to act on
- 3+ years in a technical support leadership or team lead role; 5+ years of hands-on technical support experience
- Strong networking knowledge required; proven experience with Active Directory, Linux, and Windows environments
- Familiarity with authentication protocols (LDAP/S, Kerberos, NTLM, SAML, OAuth); cybersecurity or identity background preferred
- Experience with support tooling such as Zendesk, Jira, or Salesforce; able to diagnose complex technical issues independently
- Strong written and verbal English communication skills; equally comfortable on customer calls and in leadership conversations
- Based in MDT or PDT; available for coast-to-coast US coverage with flexibility as the role demands; willingness to travel up to 10%
Skills Required
- 3+ years in a technical support leadership or team lead role; 5+ years of hands-on technical support experience
- Strong networking knowledge
- Proven experience with Active Directory, Linux, and Windows environments
- Familiarity with authentication protocols (LDAP/S, Kerberos, NTLM, SAML, OAuth)
- Cybersecurity or identity background
- Experience with support tooling such as Zendesk, Jira, or Salesforce
- Able to diagnose complex technical issues independently
- Strong written and verbal English communication skills
- Available for coast-to-coast US coverage with flexibility; willingness to travel up to 10%
What the Team is Saying
Silverfort Compensation & Benefits Highlights
-
Leave & Time Off Breadth — Generous time off spans paid holidays, wellness days, bereavement leave, and paid sick time from day one, with a flexible time off policy and quarterly companywide recharge days creating extended long weekends.
-
Healthcare Strength — Comprehensive healthcare includes medical, dental, and vision coverage, alongside FSA, life and disability insurance, and pet insurance. Wellness support is reinforced with programs, fitness stipends, and a monthly reimbursement for personal care and wellness.
-
Equity Value & Accessibility — Company equity is offered via stock options to all permanent employees, augmenting total rewards beyond base pay. Performance bonuses and a home-office stipend further strengthen the financial package.
Silverfort Insights
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.
Gallery
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.
