Managed IT Support and Identity Administration for an AI Security Platform
DBB Software runs L2/L3 IT support and identity administration for Lakera, resolving day-to-day requests, configuring SSO and access across the company's SaaS services, and keeping employee onboarding and offboarding clean.
Industry
Technology
Service
Infrastructure Services
Team
3 Senior IT Operations Specialists
Project State
June 2024 - Ongoing
Country
United States
About the Client
Lakera is an AI-native security platform that protects generative AI applications and agents from threats such as prompt injection, data leakage, and model abuse. Its products give enterprises runtime protection, AI red teaming, and workforce AI security, so teams can deploy GenAI without opening up new attack surfaces.
The Client's Initial Request
Lakera engaged DBB Software to take ownership of its day-to-day IT support and administration because a fast-growing team needed reliable help, dependable authentication, and consistent access control across a wide set of SaaS tools.
Reliable Administrative Support
Resolve everyday administrative and configuration issues across the company's services without pulling engineers off product work.
01
Authentication Troubleshooting
Diagnose and fix authentication problems quickly, so login and SSO trouble doesn't block the team.
02
New Employee Enablement
Help new employees get set up, get access, and understand the infrastructure from their first day.
03
Access and Identity Control
Manage access requests and SSO configuration to keep permissions deliberate and under central control.
04
Solutions We Delivered
DBB Software took on IT support and administration as a managed function staffed by three senior IT operations specialists. The team handles requests end to end and keeps the access, identity, and documentation layers that make that support repeatable.
Managed L2/L3 Support Across the SaaS Stack
The team handles end-user requests across all of Lakera's SaaS services, from routine administrative and configuration tasks through to deeper access and authentication problems. Requests arrive through Slack and Linear, then get triaged and worked to resolution, so issues have a clear path instead of sitting unowned.
Identity and Access Administration
DBB Software configures SSO for new services, manages access requests, and handles administrative configuration across the company's tools. Access is granted and adjusted deliberately, which keeps permissions consistent as the team and its toolset grow.
Employee Onboarding and Offboarding
The team sets up new employees with the accounts and access they need and walks them through the infrastructure, then cleanly deactivates accounts and access when people leave. Both sides of the lifecycle follow a repeatable process rather than ad-hoc setup.
Incident Tooling and Runbooks
Support runs on PagerDuty for on-call alerting, Linear and Slack for intake and tracking, and Grafana for monitoring, with runbooks and a knowledge base maintained in Notion. The documentation means any specialist can pick up an issue without depending on one person's memory.
Results Achieved
1,000+ Requests Resolved
The team has closed more than 1,000 support and administration requests, including hundreds flagged urgent, keeping Lakera's people unblocked as the company scales.
New Hires Productive on Day One
Structured onboarding gives new employees their accounts, access, and a working understanding of the infrastructure from the start, so they contribute without waiting on setup.
Permissions Stay Under Control
SSO configuration and central access administration mean permissions are granted and revoked deliberately, protecting a security company's own tools and data.
Keep Your Team Supported and Your Access Under Control
DBB Software runs managed L2/L3 IT support and identity administration, so your people stay unblocked and your access stays deliberate.
Contact Us
"Most of our work starts with a 30-minute call where someone describes a product they're trying to ship and one part of the engineering picture they can't get around.
If that's where you are, let's set one up; I'll tell you straight whether we're the right fit.”
Mina Morkos
Business Development Manager
Want a similar outcome for your team?
Ask our AI assistant — it can pull related case studies, talk through the approach, and put you in touch with the team if you want a deeper conversation.
