strongDM is a customer-first, second, and third company with a rabid fan base. When was the last time you heard things like:

* Splunk's CISO Joel Fulton says "strongDM gives you what you can't get any other way -- the ability to see what happens, replay and analyze incidents."

* Chef's co-founder Adam Jacob says "strongDM takes the friction out of getting staff access to the systems they need."

Customers love us because:

The product rocks: strongDM fundamentally changes the relationship between InfoSec, DevOps, and end users. Enforce the controls security needs while making it easier to facilitate access.

They can trust us: we built a technical product for technical buyers. We do not use jargon. There is no alternative but to always be technically accurate. We are not afraid to admit product gaps.

We're real humans: we built a serious product without taking ourselves too seriously. Each member of the team is deadly good at their job, and yet we crack jokes on the phone with customers.

You are a consultative troubleshooter...

...who knows what it takes to lead a highly effective team of experienced technical support engineers. You've done your time in the trenches and can roll up your sleeves and lend a hand, or help bring the team up to speed on emerging technologies.

Championed by executive leadership, Customer Success, and Sales, our support engineers get the love and resources they need to solve the thorniest issues - without the burn out! The team works a 4 on / 4 off regular business shift with a ticket load that allows each one to receive the TLC our customers deserve, AND plenty of time for learning and development, repro environments, consulting with engineering and product, documentation and blog posts, etc.

Our team is growing quickly and we need experienced support team leaders to help us scale to the next level. You will lead the support organization for the Eastern and Western United States, and join the support leadership team to shepherd our rapid expansion while ensuring our standards and reputation as the best support team in the business remain intact!

We are a tight knit, collaborative group of senior engineers who thrive in taking on new challenges every day. Come join us!

What You'll Do:

Lead a team of experienced support engineers who address customer issues through entire support lifecycle, from logging to reproduction to resolution
Oversee duty schedules, response times, and ticket quality
Provide guidance and mentorship to less senior team members
Provide expert guidance on DevOps concepts, including infrastructure architecture across cloud and on-premise environments, IT operations, security, and development technologies and processes
Learn and deploy new technologies as part of prototyping and reproducing reported issues
Author and update customer documentation, internal onboarding documents, and customer-centric blog posts

Requirements:

Experience managing a team of technical support engineers
Experience in a frontline support engineering role
Confident voice in technical writing and communication
5+ years in Security or Infrastructure
Familiarity with databases (modern and legacy), servers (Linux & Windows), networking, DevOps tools like Kubernetes and Terraform
Experience with one or more of the major cloud providers: Azure, GCP, AWS

Compensation:

Competitive base + equity salary packages
Company sponsored benefits, including:
Medical, dental, and vision insurance (free to employees and dependents)
401k, HSA, FSA, short / long-term disability coverage, life insurance
4 weeks accrued PTO + sick days + volunteer days + standard holidays, paid parental leave
Stipend for internet and phone + home office budget
No travel required

Summary
Company name: strongDM
Remote job title: Manager, Customer Engineering
Job tags: DevOps, Linux, Networking Technologies