Santa Clara, CA
Competitive Compensation Package
Join the Axiad IDS team of talented engineers, marketers, and sales experts. Axiad IDS is a fast-growing solution provider focused on cyber security, specifically on the increasingly fundamental area of identity and access management (IAM). We are located in Santa Clara, CA.
Axiad IDS will offer you the opportunity to touch all industries including Fortune 500 companies and SMB customers, as well as acquire first-hand knowledge of both traditional on-premises and cloud solutions. With the increased demand for strong authentication and identity management solutions, our company has seen significant growth over the past couple of years and we are looking for motivated individuals to join our team of security experts.
We are currently seeking a Technical Support Manager to manage Axiad technical support team and increase its efficiency. The technical support team role is critical for the success of the company in the marketplace as it maintains customer satisfaction and increases Axiad IDS reputation.
The Technical Support Manager will work with other groups such as Professional Services, engineering, sales, marketing, procurement, etc. to meet the needs of the customer.
Manage the technical support team
Drive strategic initiatives to improve the efficiency and quality of service provided to customers
Implement mechanisms to minimize problem escalation
Assist the team on difficult technical issues
Interface with third party vendors
Report on status and progress to the management team with relevant metrics
The responsibilities of the Technical Support team are the following:
Analyze the technical issues submitted by customers and identify how to proceed
Escalate the issues that have been identified as product malfunctions to Axiad R&D team or to third party vendors as appropriate
Follow-up on open technical issues to ensure timely resolution and customer satisfaction
Update the technical status of assigned issues per our Service Level Agreement
Simultaneously manage multiple customers
Communicate customer needs and product evolution request to the engineering staff
Participate to the 24x7 support effort with the rest of the team by being available to process support request when on a call
Participate to the development and maintenance of Axiad IDS lab environment used to learn, test, and demonstrate products
Skills & Experience required:
Proven work experience as Technical Support Manager
Works well under pressure
Experience with ticketing system (e.g Zoho or Jira)
Strong (verbal and written) communication skills with an ability to build relationships
High degree of professionalism
Excellent understanding of the technical fundamentals of enterprise networking. You should have a solid knowledge of technologies such as SSH, TCP/IP, IPv4 & v6, DNS, VPNs, Firewalls, Proxying;
Standard Enterprise IT infrastructure: LDAP, MS Active Directory, MS SQL Server / MySQL, MS IIS, Apache, Tomcat;
Working knowledge of the Windows server/desktop operating system with some administration experience
Knowledge of PKI and smart cards (HSPD-12, FIPS 140, FIPS 201, CAC, PIV-I, and PIV-CIV) would be a plus
Multi-factor authentication and federation (one-time password, mobile authentication, hardware and software tokens, SAML);
Experience in running SaaS solution in cloud-based Infrastructure-as-a-Service (including AWS) solutions
Exposure to industry standards and compliance initiatives such as OATH, X.509, Common Criteria, PCI, SOX
Must live in the Bay Area and work from our Santa Clara office, CA
Limited travel expected
Axiad IDS offers a competitive salary, stock options, and a full list of benefits including health, 401K, vision, and dental coverage. You will work in a fun and creative environment with a talented group of individuals who have a passion for building great solutions.
Please send your resume to: