This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support Engineer based in United States.
This is a high-impact technical support role focused on ensuring seamless identity assurance experiences for enterprise customers in a fast-paced, security-driven environment. You will act as a trusted technical expert, handling complex authentication and identity lifecycle challenges while serving as a key bridge between customers and internal engineering teams. The role involves deep troubleshooting across identity protocols and cloud-based systems, ensuring stability, reliability, and optimal performance of customer environments. You will be responsible for resolving critical incidents, improving system health, and contributing to the continuous enhancement of product quality. In this role, strong analytical thinking, calm problem-solving, and customer empathy are essential as you help organizations operate secure, passwordless identity systems at scale.
Accountabilities:
- Own the end-to-end technical support lifecycle, including triage, resolution, and escalation of incidents while ensuring adherence to SLAs and maintaining high service quality.
- Perform advanced troubleshooting across identity and authentication systems, including OIDC, SAML, and related enterprise integration frameworks.
- Collaborate closely with Engineering and Product teams to investigate complex issues, identify root causes, and contribute to long-term product improvements.
- Monitor system health, ticket trends, and recurring issues to proactively identify risks and prevent service disruptions.
- Support enterprise customers by guiding them through technical challenges with clarity, empathy, and structured problem-solving approaches.
- Analyze logs across mobile, workstation, and server environments to isolate and resolve complex identity lifecycle and authentication issues.
Requirements:
- 3–4+ years of experience in technical support, support engineering, systems administration, or a similar customer-facing technical role.
- Strong understanding of identity and authentication standards, particularly OIDC and SAML, with the ability to apply them in real-world troubleshooting scenarios.
- Solid knowledge of networking fundamentals (DNS, HTTP, IP) and cloud or SaaS-based infrastructure environments.
- Experience supporting enterprise systems across Windows and Mac operating systems, as well as mobile platforms (iOS and Android).
- Proven ability to diagnose and resolve complex technical issues using logs, system data, and structured analysis.
- Excellent communication skills with the ability to explain technical concepts clearly and guide customers toward resolution with empathy and professionalism.
- Strong adaptability in managing shifting priorities in a fast-paced support environment.
- Eligible to work in the United States.
Benefits:
- Competitive annual base salary in the range of $75,000–$90,000 USD, plus potential equity and additional compensation components.
- Comprehensive benefits package including healthcare coverage and additional employee support programs.
- Fully remote work opportunity within eligible US locations.
- Opportunity to work on cutting-edge identity and authentication technologies impacting global enterprise security.
- Exposure to complex, high-scale enterprise environments and modern cloud-based architectures.
- Collaborative and inclusive work culture focused on innovation, learning, and professional growth.
- Occasional opportunities for cross-functional collaboration with engineering and product leadership teams.