Technical Support Manager — (must have IAM experience)
A well-established global technology organization delivering enterprise security and identity management solutions to large corporate customers are looking to hire a Technical Support Manager. Their software helps businesses manage user access securely, automate identity processes, and maintain compliance across complex IT environments.
What we are looking for:
An experienced Technical Support Manager with a strong background in Identity and Access Management (IAM) or enterprise security platforms. This role combines leadership responsibility with hands‑on technical involvement in solving complex issues and improving support operations. The successful candidate will be comfortable working across modern and legacy environments, supporting enterprise customers, and driving operational improvements through automation and structured processes. This position suits someone who enjoys ownership, mentoring teams, and continuously improving service delivery.
Key experience includes:
Identity and Access Management (IAM) or cybersecurity platforms
Enterprise SaaS or cloud‑based systems
Incident management and escalation handling
Authentication, provisioning, and access management workflows
Driving automation and operational improvements
Leading or mentoring technical teams
Responsibilities include:
Managing technical support operations for enterprise identity and security platforms
Acting as the senior escalation point for complex technical issues
Diagnosing and resolving authentication, provisioning, and access‑related incidents
Monitoring performance and ensuring service level agreements (SLAs) are met
Implementing structured support processes and operational standards
Collaborating closely with engineering and product teams
Driving automation initiatives to improve efficiency and response times
Recruiting, mentoring, and developing technical support engineers
Supporting continuous service improvement through reporting and metrics
Technical Skills and Experience Required
Identity and Access Management (IAM)
Authentication and authorization systems
User lifecycle and access provisioning
Federation and identity integration
Enterprise directory services (e.g., Active Directory)
Cloud infrastructure (Azure, AWS, or similar)
API integrations and service‑based architectures
Incident and problem management
System performance monitoring and reliabilityLeadership experience managing technical teams within enterprise technology or security environments is strongly preferred.
Exposure to AI‑assisted support or automation tools
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