Technical Support Engineer (CS)

Role overview Provide hands-on technical support to customers using an enterprise access and identity platform. You’ll investigate complex issues across cloud and on-premises environments, coordinate fixes with internal teams, and help customers use the product effectively.

Responsibilities - Learn product capabilities and keep customer guidance current as features and practices evolve. - Manage support requests, troubleshoot technical issues, and coordinate escalations and resolutions with relevant teams; the source lists a response goal of under one hour. - Lead customer training, including practical sessions and supporting materials for advanced features. - Identify opportunities to automate customer and team workflows, and help implement process improvements. - Gather customer feedback and usage insights, then share findings to inform product improvements and customer guidance. - Work across teams to prioritize and resolve customer issues.

Requirements - At least three years in technical support, solutions engineering, or DevOps, focused on identity and access management, IT, or security. - Practical experience with HTTP APIs such as REST and OAuth, authentication protocols, and integrations or connectors. - Strong Docker and Kubernetes knowledge, including troubleshooting containerized applications. - Familiarity with on-premises infrastructure and hybrid cloud deployments. - Clear, empathetic communication and the ability to explain complex problems and guide customers toward solutions. - Availability to work East Coast hours.

Nice to have - Familiarity with AWS identity and access management, policies, roles, identity federation, or infrastructure-as-code tools. - Experience with Microsoft Entra ID or Azure AD and Active Directory administration or integrations. - Scripting or light development experience, such as Python, Bash, or Go.