Tier 1-2 Support Engineer

• 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.

• 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.

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