Advanced Support Engineer I

Role overview An Advanced Support Engineer role on a global technical support team working on identity and machine-identity security software. The position handles escalated customer cases, drives complex troubleshooting across the platform, and rebuilds trust when issues become sensitive. The role reports to a Support Manager and participates in a shared on-call rotation that may include evenings, weekends, and holidays.

Responsibilities - Act as the primary point of contact for escalated customer cases, delivering both technical resolution and active case management. - Diagnose, troubleshoot, and resolve advanced technical issues across the company's software products. - Partner with peers, engineering, and product teams to identify root causes and deliver high-quality solutions in a timely manner. - Manage sensitive or escalated situations with professionalism and empathy to repair and maintain customer trust. - Document findings, solutions, and best practices from escalated cases to strengthen knowledge sharing. - Mentor and coach Technical Support Engineers, contributing to a culture of excellence in the global support organization.

Requirements - Proven experience in enterprise-level customer support or advanced troubleshooting roles for software products. - Strong knowledge of cloud architectures such as AWS, Azure, O365, and Google Cloud. - Solid understanding of object-oriented principles, the .NET Framework, and relational databases. - Familiarity with one or more scripting or coding languages such as C#, C++, Angular, PowerShell, Python, Bash, or SQL. - US work authorization is required; visa sponsorship is not available for this role.

Nice to have - Hands-on experience administering an identity security, privileged access management, or related enterprise security product.

Benefits and work setup - Competitive base pay with a meaningful bonus program. - Healthcare coverage, retirement/pension matching, life insurance, and an employee assistance program. - Time off plans and paid company holidays. - Shared on-call rotation including evenings, weekends, and holidays.