Lead a technical support engineering team handling escalation triage, on-call management, coaching, knowledge-base creation, cross-functional collaboration, and hands-on case resolution for identity/security issues.
Description
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
- Available for coast-to-coast US coverage with flexibility as the role demands; willingness to travel up to 10%
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