Senior Support Engineer
Job Summary
As a founding member of the Identity Customer Success organization, the full-time Senior Support Engineer will lead the resolution of complex issues for enterprise accounts, build support systems and processes, and collaborate with Product and Engineering teams in a remote environment.
Key responsibilities
- Lead end-to-end resolution of complex issues across enterprise customer environments, including triage, bug reproduction, and root-cause analysis
- Build and maintain a comprehensive support knowledge base, including troubleshooting guides and internal runbooks
- Partner with Product and Engineering to reproduce bugs, file detailed engineering tickets, and define support workflows and SLAs
Required qualifications
- 6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity
- Direct experience in identity security IAM, PAM, IGA, or non-human identity
- Hands-on experience with core identity stacks such as Okta and Active Directory, and identity governance platforms like SailPoint
- Working knowledge of AWS, GCP, and Azure IAM, including familiarity with SAML 2.0, OAuth 2.0, and other protocols
- Strong troubleshooting skills with experience in HTTP debugging and enterprise logging solutions like Datadog or Splunk
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