Axiad IDS, Inc.

Technical Support Manager

Technical Support Manager

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. 

Role Responsibilities:

  • 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

Other requirements:

  • 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: