Unixi is rethinking Identity and Access Management (IAM) for the modern enterprise. Our Universal SSO approach enables organizations to control access across SaaS applications without the heavy integration burden and cost model of legacy IAM platforms. Combined with SaaS discovery, governance, and growing lifecycle capabilities, Unixi gives security and IT teams a new way to manage identity across the real SaaS world.
With the introduction of Lifecycle Management (LCM), Unixi is evolving into a broader IAM platform – one that not only helps organizations control access, but also automate identity operations, govern SaaS usage, and manage user lifecycle workflows across their environment.
We’re a fast-growing, well-funded cybersecurity startup backed by leading investors and industry veterans, and we’re looking for a Technical Support Team Lead to build and lead our support function from the ground up.
As the first support hire at Unixi, you will play a foundational role in how we support customers and how we operate as a company. You will take ownership of complex customer issues, build the processes and standards of the support function, and work extremely closely with R&D to develop deep expertise in how the product works under real-world conditions.
This is not a traditional support role. It is a highly technical, hands-on, and challenging position for someone who enjoys diving deep into difficult product and customer problems, building structure where none exists yet, and becoming a critical bridge between customers and engineering. You will work at the intersection of browser behavior, authentication flows, enterprise environments, backend systems, and operational troubleshooting – and help define what excellent technical support looks like at Unixi.
Responsibilities:
- Serve as the first and primary owner of technical support at Unixi, helping establish the foundations of the support function.
- Own and drive investigation of complex customer issues and escalations from initial triage through resolution.
- Troubleshoot problems across browser extension behavior, login and authentication flows, SaaS application behavior, backend services, APIs, and customer environments.
- Develop deep technical understanding of the Unixi product, architecture, workflows, and customer deployment models.
- Work very closely with R&D to investigate issues, reproduce bugs, isolate root causes, and improve product supportability.
- Analyze logs, traces, metrics, browser behavior, API responses, and product telemetry to identify failures and resolution paths.
- Build support processes, escalation workflows, troubleshooting playbooks, internal knowledge assets, and operational standards from scratch.
- Help define how support should interface with engineering, product, customer success, and customers.
- Identify recurring issue patterns and turn them into concrete improvements in product quality, observability, documentation, and customer readiness.
- Communicate clearly and confidently with customers and internal stakeholders during high-priority escalations and incidents.
- Over time, help shape the future support organization, including best practices, tooling, and potential team growth.
Requirements:
- 4+ years of experience in technical support, support engineering, escalation engineering, solutions engineering, technical operations, or a similar highly technical customer-facing role.
- Experience in leadership, mentoring, or informal team lead responsibilities in support or support-adjacent roles.
- Experience taking ownership of complex technical issues and driving them systematically toward root cause and resolution.
- Strong troubleshooting skills across web applications, APIs, backend systems, and production environments.
- Strong understanding of HTTP, web applications, authentication and session behavior, and client-server systems.
- Experience working closely with engineering teams on production issues, bug isolation, and technical escalation handling.
- Ability to build structure, processes, and working methods in an early-stage environment with high ownership and ambiguity.
- Strong communication skills in English, both written and verbal, with the ability to communicate clearly with both technical and non-technical stakeholders.
- High ownership, urgency, maturity, and calm execution under pressure.
- Strong technical curiosity and the desire to deeply understand how a complex cybersecurity product works.
Nice to Have:
- Experience being an early or founding support hire, or helping build a support or escalation function from scratch – big advantage.
- Experience supporting cybersecurity, IAM, SSO, access management, SaaS management, or enterprise IT products – big advantage.
- Familiarity with browser extension architecture and browser-related troubleshooting – big advantage.
- Experience troubleshooting issues involving SSO, SAML, SCIM, identity providers, or lifecycle-related workflows.
- Familiarity with cloud environments, observability tools, log analysis platforms, and incident workflows.
- Experience working with enterprise customers and managed IT environments.
- Experience in a startup environment, especially with a highly technical B2B product.
- Familiarity with Chrome enterprise environments, browser deployment controls, or endpoint/device management concepts.
- Ability to write excellent troubleshooting guides, internal runbooks, and customer-facing technical explanations.
- Experience improving product supportability through better telemetry, diagnostics, tooling, and feedback loops with engineering.
- Background in identity, browser technologies, enterprise SaaS, or security operations.
- Scripting ability in Python, SQL, or similar tools for investigation and analysis.
Ready to make IAM better and more secure? Apply now and join our mission at Unixi!