We are looking for a highly experienced and driven Technical Support Engineer to lead complex incident management and serve as a key escalation point (L3) for our customers. In this role, you will play a critical part in ensuring operational excellence, driving fast and effective resolutions, and maintaining the highest level of customer satisfaction.
You will work directly with enterprise customers to troubleshoot and resolve advanced technical issues across diverse environments, acting as a trusted technical expert. You will also partner closely with Engineering, Product, and Customer Success teams to improve product operability, influence future development, and ensure a best-in-class customer experience.
This is a highly cross-functional role in a fast-paced environment, with direct impact on both customers and product evolution.
Responsibilities
Provide advanced technical support to customers and partners, acting as an L3 escalation point
Manage support cases end-to-end, from initial intake to resolution, including timely follow-ups
Perform deep technical troubleshooting, fault isolation, and root cause analysis of complex issues
Troubleshoot Linux-based environments, system services, networking, authentication, and application integrations
Diagnose and resolve identity and access management (IAM) issues involving SSO, federation, directory services, and authentication workflows
Lead customer-facing technical workshops to define requirements and ensure solution alignment
Collaborate closely with Engineering and Product teams to improve product operability and reliability
Translate complex technical issues into clear communication for both technical and non-technical stakeholders
Collect and channel customer feedback into Product and R&D teams
Create, maintain, and publish technical documentation, including support bulletins and knowledge base articles
Contribute to internal knowledge sharing and reusable troubleshooting resources
Review and improve technical materials such as training content, manuals, and troubleshooting guides
5+ years of experience in a customer-facing Technical Support / Support Engineer / Escalation Engineer role
Proven experience handling L3 / senior-level escalations and complex production incidents
Strong hands-on experience with Linux administration, troubleshooting, debugging, and log analysis
Solid understanding of networking fundamentals: DNS, TCP/IP, routing, HTTP/HTTPS, VPN, SSH
Experience troubleshooting authentication, authorization, and identity federation technologies (SAML, OIDC, OAuth 2.0)
Hands-on experience with enterprise Identity Providers and directory services such as Microsoft Entra ID (Azure AD), Okta, Active Directory, and LDAP
Experience working in enterprise customer environments and production systems
Strong analytical thinking, troubleshooting, and root cause analysis skills
Experience in cybersecurity / SaaS / infrastructure / networking environments
Nice to Have
Familiarity with Windows, macOS, iOS, and Android troubleshooting
Experience with cloud environments (AWS, GCP) and Kubernetes
Knowledge of monitoring and observability tools (e.g., Datadog, CloudWatch)
Exposure to SIEM and vulnerability management tools
Basic scripting skills (Python, JavaScript, PowerShell, SQL, Bash)
Experience working in 24/7 production environments with on-call rotations
Experience integrating and troubleshooting identity platforms, MFA solutions, and privileged access management (PAM) systems
