Senior Support Engineer

Job Summary

As a founding member of the Customer Success organization, the remote Senior Support Engineer will lead the resolution of complex issues for enterprise customers, build a support knowledge base from scratch, and collaborate with Product and Engineering teams to enhance support functions.

Key responsibilities

• Lead end-to-end resolution of complex issues across enterprise customer accounts, including triage and bug reproduction
• Investigate distributed systems and data pipeline issues within the Oasis Platform, ensuring effective communication with clients
• Build and maintain the support knowledge base, including troubleshooting guides and integration playbooks

Required qualifications

• 6+ years in technical support or customer-facing engineering within cybersecurity, with a focus on identity security
• Deep hands-on experience with core identity stacks such as Okta and Active Directory
• Strong fluency in SAML 2.0, OAuth 2.0, and other identity protocols
• Working knowledge of AWS, GCP, and Azure IAM
• Experience with observability tools like Datadog or Splunk and fluency in SQL, JSON, and YAML