Senior Customer Support Engineer
New
Based in United StatesFull-TimeSenior
Salary$75,000–$90,000 USD, plus potential equity and additional compensation components
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Job Details
- Experience
- 3–4+ years
- Required Skills
- AndroidTechnical supportiOS
Requirements
- 3–4+ years of experience in technical support, support engineering, systems administration, or a similar customer-facing technical role.
- Strong understanding of identity and authentication standards, particularly OIDC and SAML, with the ability to apply them in real-world troubleshooting scenarios.
- Solid knowledge of networking fundamentals (DNS, HTTP, IP) and cloud or SaaS-based infrastructure environments.
- Experience supporting enterprise systems across Windows and Mac operating systems, as well as mobile platforms (iOS and Android).
- Proven ability to diagnose and resolve complex technical issues using logs, system data, and structured analysis.
- Excellent communication skills with the ability to explain technical concepts clearly and guide customers toward resolution with empathy and professionalism.
- Strong adaptability in managing shifting priorities in a fast-paced support environment.
Responsibilities
- Own the end-to-end technical support lifecycle, including triage, resolution, and escalation of incidents while ensuring adherence to SLAs and maintaining high service quality.
- Perform advanced troubleshooting across identity and authentication systems, including OIDC, SAML, and related enterprise integration frameworks.
- Collaborate closely with Engineering and Product teams to investigate complex issues, identify root causes, and contribute to long-term product improvements.
- Monitor system health, ticket trends, and recurring issues to proactively identify risks and prevent service disruptions.
- Support enterprise customers by guiding them through technical challenges with clarity, empathy, and structured problem-solving approaches.
- Analyze logs across mobile, workstation, and server environments to isolate and resolve complex identity lifecycle and authentication issues.
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