Overview
A rapidly growing and well-established enterprise technology company operating in the identity and security space is expanding its leadership team. The business delivers advanced solutions that enable organizations to manage access, automate identity processes, and modernize authentication across complex environments.
They offer an excellent salary package, great benefits, and a genuinely supportive working environment. With a very strong, experienced team, low attrition, and clear career progression, this is a stable, long-term opportunity where many professionals have built lasting careers.
This is a hands-on leadership position suited to an experienced IAM professional who enjoys solving complex technical challenges while leading a high-performing team. You’ll take ownership of support operations, act as the senior technical escalation point, and play a key role in scaling and improving support capabilities.
Responsibilities
* Lead and manage the technical support function for an enterprise identity platform, ensuring reliability, security, and performance.
* Act as the primary escalation point for complex IAM issues across authentication, provisioning, and federation workflows.
* Troubleshoot and support hybrid identity environments spanning cloud, on-prem, and legacy systems.
* Oversee support operations including ticket management, SLAs, escalations, and performance reporting
* Collaborate closely with engineering and product teams to resolve issues efficiently and improve platform capability.
* Drive automation initiatives, including AI-enabled support tools and self-service solutions.
* Develop knowledge frameworks, documentation, and processes to improve efficiency and reduce resolution time.
* Build, mentor, and scale a high-performing support engineering team, maintaining a strong hiring pipeline.
Required Skills
* 8+ years’ experience in Identity & Access Management, cybersecurity, or enterprise identity infrastructure.
* Strong experience within enterprise SaaS environments and complex identity ecosystems.
* Expertise in identity protocols such as SAML, OAuth, OpenID Connect, and SCIM.
* Strong knwledge or experience in IAM, Entra ID & Active Directory
* Hands-on experience with directory services, cloud identity platforms, and system integrations.
* Proven leadership experience managing technical support teams in SaaS or security-focused organizations.
* Strong background in incident management, escalations, SLAs, and customer performance metrics.
* Excellent problem-solving and communication skills, with the ability to work cross-functionally.
Nice to Have
* Degree in Computer Science, IT, or Cybersecurity.
* Relevant certifications (e.g., CISSP, CISM, Security+, or IAM-related credentials).
* Experience with leading identity platforms and automation tools.
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