As a Tier 1-2 Support Engineer, you will be the technical front line for our customers, helping them configure, debug, and maintain our software in diverse infrastructure setups.
ResponsibilitiesWhat You'll Be Doing- Act as the primary point of contact for escalated customer issues requiring in-depth technical troubleshooting.
- Diagnose and resolve complex problems involving SSO (SAML, OIDC, SCIM), third-party integrations, API failures, data issues, security scanning, connectivity issues and more.
- Guide customers through initial setup, ensuring smooth rollouts and minimal disruption.
- Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements based on field experience.
- Monitor support case queues and ensure timely, high-quality communication with customers.
- Improve observability, documentation, and deployment tooling.
- Provide feedback to internal teams about common customer challenges and edge case configurations.
- Participate in on-call rotation as needed for critical incident handling.
RequirementsWhat We're Looking For- 3+ years of experience in technical support, technical account management, or solutions engineering, preferably for a B2B SaaS product.
- Hands-on knowledge of SSO protocols and identity providers. Strong ability to analyze logs, trace errors, and resolve performance or access issues.
- Experience working with APIs, webhooks, and data transformation/debugging tools.
- Familiarity with application security concepts (e.g., static/dynamic scanning, vulnerability management, secure SDLC) - advantage.
- Comfort working with CI/CD integrations, developer tools, and code-based configuration.
- Excellent interpersonal and communication skills, both with technical and non-technical stakeholders.
- Excellent troubleshooting, communication, and documentation skills.
- Comfort in managing multiple priorities in a fast-paced, customer-driven environment.
