Senior Technical Support Engineer - Elite

Role overview This senior role sits within a global technical support organization that partners with enterprise customers running an identity and access management platform. The engineer is a dedicated point of contact for premium-tier accounts, driving troubleshooting, root-cause reproduction, and resolution across a 24/7 follow-the-sun operation. The position blends deep technical investigation with direct customer engagement by phone, email, and virtual meetings.

Responsibilities - Serve as the dedicated support engineer for premium enterprise customers, including running live troubleshooting sessions over the phone. - Reproduce reported issues in a personal lab environment to isolate root causes and validate fixes. - Manage customer expectations and drive resolution against defined service-level agreements. - Maintain regular, proactive communication with customers through calls, email, and online meetings. - Contribute new and updated content to the internal and external knowledge base. - Share knowledge, onboard new engineers, and mentor peers across the global team. - Participate in an on-call rotation covering the global customer base on a varied schedule.

Requirements - Strong understanding of SaaS application architecture and supporting infrastructure. - Hands-on troubleshooting of web applications using HTTP tracing tools and log analysis across browsers and application servers. - Working knowledge of single sign-on protocols including SAML, OAuth, OpenID Connect, WS-Federation, and JWT. - Familiarity with directory services, LDAP, PKI, X.509 certificates, and internet protocols such as HTTPS, SSL, and TLS. - Understanding of networking fundamentals including load balancers, firewalls, IP, and DNS. - Comfort managing both Linux-based and Windows server operating systems. - Clear communication and organizational skills with the ability to perform in high-pressure customer situations.

Nice to have - Experience with modern frontend frameworks such as React, Angular, or Vue. - Familiarity with PKCE, biometric authentication flows, and federation products from CA, IBM, or Oracle. - Exposure to containerized infrastructure including Docker and Kubernetes. - API management experience with tools such as Postman or cURL. - Background with web and application servers including Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic. - Knowledge of SCIM user provisioning and major cloud services such as Azure, AWS, and Google Cloud.

Benefits and work setup - Generous paid time off and holiday schedule. - Parental leave and progressive healthcare options. - Retirement programs with education reimbursement opportunities. - Commuter offsets in eligible locations. - Global, follow-the-sun team with varied schedules and on-call rotation.