Technical Support Engineer
Job Summary
Detail-oriented and customer-obsessed, the full-time Technical Support Engineer will manage the intake and resolution of technical issues for enterprise customers, utilizing AI tools and collaborating with Customer Success and Engineering teams in a remote setting.
Key responsibilities
- Own the triage and resolution of technical customer issues, prioritizing a queue of multiple open issues
- Investigate complex issues, particularly with SSO and SCIM, and provide timely updates to stakeholders
- Build and maintain runbooks and processes to empower Customer Success in resolving common issues independently
Required qualifications
- 4+ years of experience in technical support engineering or a similar role at a B2B SaaS company
- Hands-on experience with SSO (SAML, OIDC) and SCIM provisioning using identity providers like Okta
- Proficiency in using logs and APIs for troubleshooting, with familiarity in tools like Datadog and PostHog
- Experience managing a high-volume queue of technical issues and using AI tools for automation
- Ability to create runbooks and knowledge base content to facilitate self-service for other teams
Complete Job Description
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