DescriptionThe 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
Requirements- 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
- Based in MDT or PDT; available for coast-to-coast US coverage with flexibility as the role demands; willingness to travel up to 10%
