Technical Support Engineer II - Federal

Role overview Own technical support for public-sector customers using a workflow automation platform in cloud and self-hosted environments. The role combines complex troubleshooting, customer guidance, escalation ownership, and improvements to support operations, with participation in a 24/7 on-call rotation.

Responsibilities - Manage technical inquiries from multiple channels, keeping responses timely and support records clear. - Diagnose application, API integration, security, deployment, networking, and system dependency issues, including in live customer sessions. - Build, troubleshoot, document, and modify customer workflows; explain product features and advanced capabilities. - Turn customer problems, defects, and feedback into actionable reports for engineering and product teams. - Coordinate with support, engineering, and customer success to improve escalation paths and knowledge sharing. - Participate in urgent incident response as part of the on-call rotation.

Requirements - At least five years in SaaS technical support, with experience owning complex escalations. - Experience supporting regulated government customers and working with FedRAMP, IL5, CMMC, and CUI requirements. - Strong knowledge of HTTP, REST or GraphQL APIs, JSON, and enterprise identity standards such as SAML, OAuth/OIDC, SCIM, or JIT provisioning. - Hands-on experience troubleshooting containerized deployments and infrastructure, plus the ability to use SQL for basic investigation. - Able to read code and stack traces in languages such as Python, JavaScript, or Ruby; exposure to AI workflows and LLM integrations is also relevant. - Methodical problem-solving, clear customer communication, sound prioritization, and organizational skills. Applicants must be U.S. citizens and perform the work from within the United States.

Nice to have - Knowledge of networking concepts such as firewalls, protocols, and subnetting. - A relevant platform certification.