Developer Support Engineer
Supports customers implementing a Customer Identity SaaS solution, owning technical issues from troubleshooting through resolution and collaborating across teams. Requires strong analytical and communication skills, substantial technical support or software development experience, and knowledge of authentication, security, and programming.
About the job
Responsibilities
- Support and maintain customers using the Customer Identity SaaS solution, resolving technical and non-technical issues promptly.
- Manage support tickets operationally and take end-to-end ownership of customer issues, from troubleshooting and root-cause identification through resolution.
- Build strong client relationships and maximize customer satisfaction.
- Serve as an internal and external point of contact, coordinating expedient issue resolution.
- Apply business and technical analysis skills and software development lifecycle knowledge to solve complex issues and promote best practices.
- Collaborate across departments to achieve customer satisfaction.
- Maintain product-area knowledge repositories and promote team knowledge sharing.
Requirements
- 5+ years of technical support and/or software development experience, or 3+ years of business or technical analyst experience on medium-to-large business software implementation projects.
- Strong analytical and problem-solving skills.
- Ability to learn complex concepts independently and switch between multiple complex workstreams.
- Strong root-cause analysis and troubleshooting abilities.
- Customer-focused, proactive, collaborative, and committed to continuous improvement.
- Solid communication and presentation skills.
Technical Domain Focus
- Software development fundamentals and common architectures.
- HTTP, encryption, and basic security concepts.
- Authentication and authorization concepts.
- One or more authentication protocols or specifications, including OAuth 2.0, OpenID Connect, SAML, WS-Federation, LDAP, or Azure AD.
- Proficiency in at least one programming language, ideally JavaScript.
Skills
Customer Identity, Technical Support, Software Development, Http, Encryption, Security Concepts, Authentication, Authorization, Oauth 2.0, Openid Connect, SAML, Ldap, Azure Ad, JavaScript
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