Technical Customer Engineer (Product Support)
New
J
JobgetherSoftware Development
United StatesFull-TimeMiddle
Salary$120,000–$160,000
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Job Details
- Experience
- 2–5 years
- Required Skills
- DockerPostgreSQLOAuthRESTful APIsScriptingDebugging
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.
- Strong debugging capabilities across APIs, backend integrations, authentication workflows, and related systems.
- Comfortable writing lightweight scripts, utilities, or other code to diagnose issues.
- Working knowledge of REST APIs, OAuth, webhooks, and identity or authentication workflows (OIDC, SSO, token exchanges).
- Familiarity with IAM platforms such as Okta, Microsoft Entra, Duo, Auth0, Ping, or comparable technologies.
- Proficiency in development and scripting environments such as Go, TypeScript, Python, Ruby, Node.js, Bash, or similar.
- Exposure to cloud and infrastructure technologies (AWS, CloudFormation, PostgreSQL, Docker, GitHub Actions, observability tools).
- Strong analytical thinking, ownership, and persistence when investigating complex technical problems.
- Ability to remain composed during incidents.
Responsibilities
- 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.
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