Lead Technical Support Engineer, Axiad
Office located in Santa Clara, CA
Passwordless access platform
Job no longer available
Passwordless access platform
21-100 employees
Job no longer available
Office located in Santa Clara, CA
21-100 employees
Company mission
Axiad's mission is to enable passwordless access across the enterprise ecosystem, by securing people, machines and digital interactions.
Role
Who you are
- The ideal candidate is a player/coach that should be able to handle technical support issues as an individual contributor on top of leading and mentoring the team
- 5+ years of experience in a Technical Support role
- Minimum of bachelor's degree in Computer Science, Information Systems, Computer Networking or an equivalent related discipline
- In-depth knowledge of cryptographic principles and security protocols like TLS, and IPSec
- Familiarity with PKI, CBA, FIDO passkeys, PIV, HW authenticators, MFA technologies
- Knowledge of IAM space and protocols i.e. SAML, LDAP, SCIM, RADIUS etc
- Understanding of networking layers (L2-L7), and protocols / technologies such as the TCP/IP stack
- Proficiency in Container orchestration i.e. Kubernetes and Infrastructure as Code (IaC) tools such as Terraform or CloudFormation. Ansible is a plus
- Experience with cloud service providers like AWS, Azure or GCP
- Proficiency in scripting languages such as Python and Shell. Golang is an advantage
- Experience with REST APIs and preferably GraphQL and gRPC
- Experience with SaaS, PaaS, and IaaS models and their respective cloud architectures
- Ability to troubleshoot microservices utilizing tools like Prometheus, Grafana, ELK stack, Rancher
- Ability to listen and to really understand customer's problem or question and help solve it swiftly
- Strong problem-solving skills and the ability to explain complex technical concepts clearly
- Excellent communication and presentation skills, both written and verbal
- This is a customer facing position, which requires strong presentation and communication skills, ability to work under pressure and under tight timelines, and good problem-solving abilities
What the job involves
- Axiad is looking for a motivated Lead Technical Support Engineer to join our Technical Support team and lead a small team of Technical Support engineers
- Axiad’s Technical Support Engineers provide assistance to our customer base, to ensure that our products and solutions are working according to specification
- Manage, develop, and mentor a fast-paced team of Technical Support Engineers who respond to client requests, reproduce and troubleshoot issues
- Ensure successful onboarding of new Technical Support Engineers
- Help triage Technical Support queues and work with Product and Engineering on urgent matters
- Review and help prioritize escalations
- Assist with incident response during outages/incidents, communicating with customers and providing our internal teams with info that we’re getting first-hand from those customers
- Analyze the technical issues submitted by customers and identify how to proceed through logs analysis, knowledge base/web research and experimentation
- Coordinate live technical sessions with or without our engineering team to troubleshoot issues or gather additional information and expedite resolution
- Follow-up on open technical issues, both externally and internally, to ensure timely resolution and customer satisfaction
- Continuously provide status updates to our customers per our Service Level Agreement
- Report on status and progress to the management team
- Create knowledge base articles based on lessons learned from the resolution of the technical issues you were responsible for and your own experimentation
- Participate in status meetings with key customers, go through open issues to provide a live status update and communicate next steps
- Provide feedback to the product team for continuous improvement
- Work is done primarily via email, with some phone contact
- The position will require participation in 24/7 calls, as well as support rotation to ensure 24/7 support is provided to our customers
Our take
The prevalence of cybercrime leads to many people using a variety of complex passwords for different websites and software, including digital environments at their workplaces. Managing these passwords can be frustrating and easy to forget, and passwords are still susceptible to being stolen by hackers, putting the privacy of both the employee and the employer at risk.
Axiad provides a passwordless access platform for businesses, allowing them to implement easy-to-use MFA (Multi-Factor Authentication) into all digital access checks to improve security, whilst minimising access friction. The platform also applies MFA technology to check the authenticity of files, helping to reduce the risk of phishing and file stealing.
While the growing prevalence of MFA within business software could present a challenge within Axiad’s niche, the company has recognised that it is much simpler and more secure to unify all authentication within a single platform. Through its MFA technology, the company aims to help improve the security of digital work environments, remove friction from software access, and make operations easier for employees and employers. A 2024 funding injection is being used by Axiad to accelerate product development, hire new talent and increase its sales and marketing efforts.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2024
$25m
GROWTH EQUITY VC
Feb 2021
$20m
GROWTH EQUITY VC
Total funding: $45m
Company HQ
Rosemary, San Jose, CA
Leadership
Bassam Al-Khalidi
(Co-CEO)Senior Escalation Engineer, Product Manager, and Senior Program Manager for ActivIdentity from 2004 to 2010.
Yves Audebert
(Co-CEO)Founder, CEO, COO and President of ActivCard from 1988 to 2005.
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