Technical Customer Engineer (Product Support)

Accountabilities: Act as the primary technical responder for escalated customer issues, particularly problems that block integrations, deployments, or product adoption. Diagnose real-world technical issues by analyzing API payloads, webhook activity, OAuth exchanges, logs, race conditions, and other integration behavior. Develop interim solutions such as scripts, code snippets, pull requests, configuration guidance, and documentation updates to unblock customers. Reproduce customer issues, isolate root causes, and collaborate with engineering teams to develop, validate, and release permanent fixes. Gather structured technical context from customer cases and translate findings into actionable information for engineering teams. Advise customers and internal teams on integration best practices involving authentication flows, REST APIs, identity systems, and IAM platforms. Improve internal support tools, documentation, runbooks, and troubleshooting processes based on recurring customer patterns. Identify common customer pain points and provide insights that can influence product priorities and future improvements. Requirements 2–5 years of experience in technical support engineering, solutions engineering, DevOps, SRE, software engineering, or a closely related technical role. Demonstrated experience working directly with customers and communicating clearly and empathetically with both technical and non-technical stakeholders. Strong debugging capabilities across APIs, backend integrations, authentication workflows, and related systems. Comfortable writing lightweight scripts, utilities, or other code to diagnose issues and unblock customers. Working knowledge of REST APIs, OAuth, webhooks, and identity or authentication workflows such as OIDC, SSO, and token exchanges. Familiarity with IAM platforms such as Okta, Microsoft Entra, Duo, Auth0, Ping, or comparable technologies. Comfortable working with development and scripting environments such as Go, TypeScript, Python, Ruby, Node.js, Bash, or similar technologies. Exposure to cloud and infrastructure technologies such as AWS, CloudFormation, PostgreSQL, Docker, GitHub Actions, and modern observability tools is valuable. Strong analytical thinking, ownership, curiosity, and persistence when investigating complex technical problems. Ability to remain composed during incidents and continue working toward a clear understanding and resolution. Must be legally authorized to work in the United States for any employer without current or future visa sponsorship. Benefits Competitive salary of $120,000–$160,000 . Potential equity participation. Comprehensive medical, dental, and vision benefits. Flexible time-off policies. 401(k) program with employer matching. Remote-first work environment. Opportunities for in-person collaboration during quarterly team off-sites. Direct collaboration with engineering leadership and meaningful ownership of customer-facing technical challenges.