Technical Support Engineer
Provides hands-on technical support for a SaaS identity and security platform, troubleshooting integrations, APIs, containers, and hybrid deployments while guiding customers and collaborating cross-functionally. Requires 3+ years in technical support, solutions engineering, or DevOps.
About the job
Responsibilities
- Develop deep technical product knowledge to guide and support customers.
- Troubleshoot customer issues, manage technical support requests, and escalate concerns to the appropriate internal teams.
- Resolve complex problems collaboratively and efficiently.
- Conduct customer training sessions, create training materials, and lead hands-on workshops for advanced platform features.
- Identify opportunities to automate internal and customer-facing tasks and improve change-management processes.
- Collect customer feedback and advocate for customer needs in product improvements.
- Analyze customer usage patterns, identify potential issues, and provide data-driven recommendations.
- Collaborate cross-functionally to prioritize and resolve customer issues.
Requirements
- 3+ years of experience in technical support, solutions engineering, or DevOps, preferably focused on IAM, IT, or security.
- Availability to work East Coast hours.
- Hands-on experience with HTTP APIs, REST, OAuth, authentication protocols, and connector or integration development.
- Strong knowledge of Docker and Kubernetes, particularly troubleshooting containerized applications.
- Experience with on-premises infrastructure and hybrid-cloud deployments.
- Clear, empathetic communication skills and the ability to explain complex technical issues.
Nice-to-haves
- Familiarity with AWS IAM, policies, roles, identity federation, or infrastructure-as-code tools.
- Experience with Microsoft Entra ID/Azure AD and Active Directory administration and integrations.
- Scripting or light development experience with Python, Bash, or Go.
Compensation
- Annual salary: $120,000–$140,000.
Skills
IAM, REST APIs, OAuth, Authentication Protocols, Docker, Kubernetes, Hybrid Cloud, Aws Iam, Infrastructure As Code, Microsoft Entra Id, Active Directory, Python, Bash, Go
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