Developer Success Engineering Manager at Auth0
London, GB
Auth0 gets a lot of praise from developers because we provide a zero-friction, infinitely extensible, enterprise-grade cloud solution that makes identity easy. We not only push ourselves to deliver an incredible user experience - we love to ship developer joy!

Auth0 Customer Success team's mission is to do everything needed to make a customer successful with our products, in all stages of their relationship with us: evaluation, adoption, and use. As a Developer Success Engineering Manager, you are an expert developer and team leader that plays a key role in delivering a seamless experience to developers around the world exploring and consuming our product by helping them integrate Auth0 into their solutions and shaping how Auth0 is perceived by the developer community.

Nice to see lots of love for the team @auth0 recently. Great product & A+ support to match — Dan Maby (@danmaby), February 6, 2015

@miles_matthias @auth0 go for it, it's very good! The support team is amazing too. — Dan (@d4m1n), March 11, 2015

Your responsibilities:

People management for a group of Developer Success Engineers (DSEs)
Setting KPI targets & Analyzing team metrics - assisting with strategic planning for their team
Ensuring DSE responses meet target response times
Maintaining a high level of customer satisfaction with DSE responses
Meeting with customers with special requirements or to resolve concerns
Assessing training needs and arranging for necessary training to maintain DSE skills
Working with DSEs to set individual and team goals
Interact with developers around the world to help them integrate Auth0 into their products
Coordinate feedback to the engineering teams on how to improve our product and customer experience
Track, triage and follow up on customer support requests throughout their life-cycle
Measure and communicate to the company the progress of the support team
Improve the product documentation to increase user adoption
Build proof of concept and sample applications
Drive innovation on how support is provided and conceived. Bring innovative, state-of-the-art ideas to optimize our processes, tools, etc. and ultimately, our users’ experience
Hiring new team members when needed
Mentor new team members
We are looking for people who:

Experienced at leading teams of technical support engineers
Have experience developing applications and with industry standard identity protocols
Have experience with information security principles/practices and secure development
Are good at empathizing with developers and have experience with troubleshooting environments for both small and large, enterprise customers
Are self-motivated, quick learners, fast researchers, and hungry to improve their technical skills
Love to code and solve technical issues varying in complexity and technology. Are good at empathizing with developers and have experience with troubleshooting environments
Have excellent written and verbal communication skills (English) and are passionate about talking to customers
Enjoy writing and teaching, are capable of explaining complex concepts in easy-to-understand language
Have experience and are comfortable with a remote working environment
Bonus attributes

BA/BS in Computer Science
Fluent communication in languages other than English and Spanish
Knowledge of Auth0 products, other languages, frameworks, and mobile platforms
This position is remote, but within the London, UK area.