Technical Support Engineer (CS)

Accountabilities:: Develop and maintain a strong understanding of the platform's technical capabilities, features, and best practices to provide effective customer guidance. Serve as a primary technical support contact, responding to customer questions, troubleshooting issues, and coordinating escalations with the appropriate internal teams. Work toward a support response time goal of under one hour and actively manage complex issue resolutions through to completion. Investigate challenging technical problems, collaborate with colleagues, and communicate clear resolution plans to customers. Deliver customer training sessions, workshops, and supporting materials to help users understand and make effective use of advanced platform features. Identify opportunities to automate internal workflows and customer-facing tasks, helping implement process improvements and smooth change management. Collect and communicate customer feedback to inform product enhancements and advocate for customer needs. Analyze customer usage patterns and relevant data to identify potential issues and provide actionable recommendations. Collaborate across Customer Success, Product, Engineering, and other internal teams to prioritize customer needs and resolve issues efficiently. Requirements: 3+ years of experience in technical support, solutions engineering, DevOps, or a similar technical role, ideally within identity and access management (IAM), IT, or security. Availability to work East Coast business hours. Hands-on experience with HTTP APIs, including REST and OAuth, authentication protocols, and connector or integration development. Strong understanding of Docker and Kubernetes, particularly when troubleshooting containerized applications. Experience supporting on-premises infrastructure and hybrid cloud deployments. Excellent communication and customer-facing skills, with the ability to explain complex technical issues clearly and empathetically. Strong troubleshooting, problem-solving, and organizational skills, including the ability to coordinate multiple issues and work effectively with cross-functional teams. Nice to have: Familiarity with AWS IAM, policies, roles, identity federation, or infrastructure-as-code tools. Nice to have: Experience with Microsoft Entra ID (Azure AD), Active Directory administration, and related integrations. Nice to have: Scripting or light development experience using languages such as Python, Bash, or Go. Benefits: Salary range: $120,000–$140,000 USD. Equity offering. Full-time, remote position. Remote location specified for the Eastern region of the United States.