Senior Technical Support Engineer - Shifted Work Week

Role overview

Provide advanced, customer-facing technical support to major enterprise accounts using identity and access management products. You will take ownership of complex issues from initial investigation through resolution, coordinate with internal technical teams, and help customers maintain service continuity. The schedule is Thursday through Monday, with regional business hours under a follow-the-sun support model.

Responsibilities - Troubleshoot customer issues across support channels, including written cases, calls, video meetings, and screen sharing. - Own cases end to end: investigate, reproduce problems internally, identify likely causes, and drive resolution. - Coordinate with engineering, reliability, product, customer success, and support colleagues; document bugs and relevant evidence for product teams. - Lead escalation calls when needed, align stakeholders on action plans, and communicate progress clearly and empathetically. - Identify recurring issues and share findings with training and documentation teams; follow security, data incident, and quality processes. - Prioritize workload, participate in weekend queue management and on-call rotations, and provide scheduled public holiday coverage.

Requirements - At least eight years of related experience with a bachelor's degree, or equivalent practical experience. - Strong verbal, written, listening, and presentation skills, with the ability to adapt communication to different audiences. - Excellent analytical troubleshooting, attention to detail, resilience, and creative problem-solving. - Solid knowledge of REST APIs, SSL/TLS, IPv4, JSON, LDAP, and proxies. - Experience administering and troubleshooting Linux, enterprise virtualization, and cloud platforms such as AWS, Azure, or Google Cloud. - Strong collaboration, self-management, and timekeeping skills.

Nice to have

Experience supporting identity and access management software. The listing gives preference to candidates on the U.S. West Coast.

Benefits and work setup

The Thursday-to-Monday schedule supports global coverage and follows normal business hours in the employee’s region. Listed benefits include paid time off and holidays, parental leave, healthcare, retirement programs, education reimbursement, and commuter support in some locations.