Technical Support Engineer

Role overview Resolve technical problems for enterprise customers using a software platform, investigating issues that affect authentication, access, integrations, and alert delivery. The work combines independent troubleshooting with coordination across product, engineering, and customer-facing teams, from initial investigation through customer communication and resolution.

Responsibilities - Configure and troubleshoot single sign-on across different identity provider environments. - Investigate login, access, browser, and customer environment problems, including network, firewall, proxy, and DNS issues. - Trace alert delivery failures across email, mobile, webhook, and API channels, and assist with integration cases. - Review logs and data, reproduce bugs, isolate likely causes, and coordinate defect resolution with product and engineering teams. - Own customer cases, explain findings and next steps clearly, and contribute useful guidance to support documentation. - Join an on-call rotation that includes occasional weekend coverage.

Requirements - At least three years in technical support, systems engineering, or a related technical role. - Ability to troubleshoot unfamiliar systems independently and communicate complex technical issues in plain language. - Working knowledge of networks, firewalls, proxies, DNS, and how corporate IT environments affect SaaS access. - Experience supporting APIs or integrations and investigating logs or bugs in web, mobile, SSO, or API implementations. - Strong written and verbal communication, organization, and ability to handle multiple issues against service deadlines.

Nice to have - Familiarity with ticketing and collaboration tools, basic queries for data or log review, and security operations tools such as SIEM or threat intelligence platforms. - Experience creating training materials or maintaining a knowledge base.

Benefits and work setup - Fully remote role with a consistent shift that may fall outside standard business hours; occasional weekend on-call work is part of the rotation. - The source describes flexible work arrangements, paid leave, and professional development support.