We are looking for a Technical Support Developer to join our growing team. In this unique role, you will work with our Support Engineers and respective R&D Teams to diagnose and help to resolve complicated product issues in customer environments. You will also work with other groups such as Customer Success, Product Management, Sales and more to improve our overall product and technical processes.
Responsibilities- Resolve complex, development-level technical support cases and own critical customer escalations, providing technical guidance and workarounds as needed
- Act as the technical bridge between Support and Development, leading root cause analysis on critical issues and driving the resulting product improvements
- Build and maintain advanced debugging scripts, tools, and internal tools for the support team
- Create and maintain comprehensive technical documentation for complex issue resolutions, keeping the internal knowledge base current
- Analyze support trends to identify recurring issues, propose data-driven product improvements, and contribute to long-term support strategy
- Develop and deliver advanced technical training for the support organization, and participate in on-call rotations, stepping in for leadership as required
Requirements- Proven track record of innovative problem-solving in complex technical environments: resolving business-critical issues, designing architectural solutions, and identifying systemic problems before they escalate
- Advanced troubleshooting across diverse technical implementations, including API integrations and interpreting complex application logs, performance metrics, and network traces
- Strong development experience with demonstrated expertise in one or more of: JavaScript, Python, React, Node.js, or Go
- Deep technical knowledge of enterprise identity and access management, Linux, Windows, Active Directory, and authentication architectures
- Comprehensive understanding of cloud platforms (Azure, AWS) and advanced networking skills, including TCP/IP protocols, network configuration, and performance analysis
- Exceptional communication and technical leadership: engaging effectively at all organizational levels and influencing product direction. Technical degree in Computer Science, Cybersecurity, or a related field (or equivalent experience)
This role requires candidates to be based in the West Coast. Flexibility for global incident coverage and travel up to 10% required.
