Senior Technical Support Engineer

Role overview

A senior technical support engineer role dedicated to serving top-tier enterprise customers of a cloud identity platform. The position blends deep troubleshooting of identity and access management products with cross-functional collaboration to deliver durable, high-quality resolutions and a seamless customer experience.

Responsibilities

- Take end-to-end ownership of complex customer cases, from initial triage through root cause analysis and final resolution. - Engage customers through support tools, phone calls, and screen-sharing sessions, maintaining a professional and empathetic tone throughout. - Reproduce reported problems internally so engineering can design, test, and validate fixes. - File detailed bug reports with engineering and surface recurring patterns to training and documentation teams. - Collaborate with engineering, SREs, product management, and customer success to manage escalations and lead stakeholder briefings. - Mentor teammates, contribute knowledge base articles, and participate in weekend or holiday on-call rotations.

Requirements

- Bachelor's degree in computer engineering, CIS, MIS, or computer science, or equivalent practical experience, with at least 8 years in a related technical role. - Strong verbal and written communication skills, with the confidence to lead calls with senior customer stakeholders. - Solid working knowledge of Linux administration, enterprise virtualization, and at least one major cloud platform such as AWS, Azure, or GCP. - Hands-on familiarity with REST APIs, SSL/TLS, IPv4, JSON, LDAP, and proxy configurations. - Proven analytical troubleshooting ability, with a patient, detail-oriented approach to seeing cases through to closure. - Demonstrated ability to collaborate effectively across support, engineering, and product teams.

Nice to have

- Prior experience supporting identity and access management software. - Residence on the US West Coast.

Benefits and work setup

- Flexible, collaborative work environment with a startup-style culture. - Generous PTO and holiday schedule, parental leave, and progressive healthcare options. - Retirement programs, education reimbursement, and commuter offsets in select locations. - Employee resource groups, regular team and company events, and global volunteering initiatives.