Team Lead, Technical Support Engineering (Cybersecurity)

TL;DR

Team Lead, Technical Support Engineering (Cybersecurity): Leading a technical support team to ensure high-quality resolution of complex identity security issues with an accent on team development, process optimization, and cross-functional collaboration. Focus on managing escalations, maintaining technical expertise in authentication protocols, and driving knowledge base improvements to enhance customer success.

Location: Must be based in MDT or PDT time zones for US coverage

Company

hirify.global provides a comprehensive identity security platform that secures human, machine, and AI identities across on-prem and cloud environments.

What you will do

• Manage day-to-day operations, including escalation triage and hands-on resolution for complex customer cases.
• Lead 1-on-1s, performance reviews, and team check-ins to drive individual development and team health.
• Oversee the on-call rotation schedule and participate in management on-call support.
• Identify recurring technical patterns to address training gaps and improve documentation.
• Create and maintain internal and external knowledge base content to reduce ticket volume.
• Collaborate with R&D, Customer Success, and Field teams to ensure smooth deployments and visibility into support trends.

Requirements

• 3+ years in a technical support leadership role and 5+ years of hands-on technical support experience.
• Must be based in MDT or PDT time zones with availability for coast-to-coast US coverage.
• Strong networking knowledge, including Active Directory, Linux, and Windows environments.
• Familiarity with authentication protocols such as LDAP/S, Kerberos, NTLM, SAML, and OAuth.
• Proficiency with support tools like Zendesk, Jira, or Salesforce.
• Strong written and verbal English communication skills.

Nice to have

• Background in cybersecurity or identity security.
• Experience in high-growth startup environments.

Culture & Benefits

• Opportunity to work on a cutting-edge identity security platform used by Fortune 100 companies.
• Collaborative and innovative team culture focused on supporting customers and each other.
• Professional development and leadership growth opportunities.
• Flexibility in work arrangements with a requirement for up to 10% travel.