Technical Support Engineer

Role overview

A Technical Support Engineer role on a cybersecurity SaaS support team, working directly with enterprise customers to resolve complex technical issues across identity and access management products. The role spans troubleshooting, customer communication, cross-functional liaison work, and participation in an on-call rotation for an assigned product team. It is a customer-facing position for someone who can confidently drive technical investigations independently in remote environments.

Responsibilities

- Manage customer communication and expectations across assigned accounts. - Provide phone, email, and chat support for technical issues. - Troubleshoot and debug customer problems, acting as the liaison to Engineering, Sales, and Field Engineer teams. - Transition product issues to Tier 3 Support and Engineering, route product enhancements to Product Management, and track status back to the customer. - Escalate critical issues and roadblocks to the Technical Support Manager. - Participate in the on-call rotation for the assigned product team.

Requirements

- Bachelor's degree or equivalent experience in a related technical field. - 5+ years of enterprise software customer support and/or IT-related support experience. - Strong customer service orientation and ability to drive technical investigations independently in remote environments. - Excellent verbal and written communication skills for both individual and group settings. - Experience collaborating with Pre-Sales Engineering, Product Management, Development, Technical Support, and Sales. - Advanced (3+ years) experience with Windows Server OS, Windows and Active Directory administration, Active Directory/LDAP and Group Policy administration, networking fundamentals (DNS, port testing, packet captures, TLS), and RDP connections. - Intermediate (3+ years) experience with UNIX/Linux OS administration, Azure/Entra ID, AWS IAM, command-line interfaces (CMD, PowerShell, UNIX/Linux), and SSH troubleshooting.

Nice to have

- Kubernetes experience including service accounts, workload identity federation, and secrets management. - Familiarity with just-in-time privileged access, AI chatbot tools, webhooks, Terraform, REST API usage, and CI/CD technologies such as Jenkins. - Scripting skills in PowerShell, Bash, Ruby, or Python. - Background with compliance frameworks such as SOC 2, ISO 27001, and HIPAA, plus identity federation and OIDC flows.