Technical Support Engineer (CS)

JobgetherEnterprise software, identity and security

Based in the United States, Availability to work East Coast business hours.Full-TimeMiddle

SalarySalary range: $120,000–$140,000 USD. Equity offering.

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Job Details

Experience: 3+ years of experience in technical support, solutions engineering, DevOps, or a similar technical role
Required Skills: DockerKubernetesOAuthRESTful APIsTechnical support

Have 3+ years of experience in technical support, solutions engineering, DevOps, or a similar technical role.
Bring ideally relevant experience in identity and access management (IAM), IT, or security.
Have hands-on experience with HTTP APIs, including REST and OAuth, authentication protocols, and connector or integration development.
Understand Docker and Kubernetes, particularly for troubleshooting containerized applications.
Have experience supporting on-premises infrastructure and hybrid cloud deployments.
Be available to work East Coast business hours.
Communicate technical issues clearly and empathetically with customers.
Demonstrate troubleshooting, problem-solving, and organizational skills, including coordinating multiple issues and working with cross-functional teams.
Familiarity with AWS IAM, policies, roles, identity federation, or infrastructure-as-code tools is a plus.
Experience with Microsoft Entra ID (Azure AD), Active Directory administration, and related integrations is a plus.
Scripting or light development experience with Python, Bash, or Go is a plus.

Develop and maintain knowledge of the platform’s technical capabilities, features, and best practices.
Respond to customer questions, troubleshoot issues, and coordinate escalations with internal teams.
Work toward a support response-time goal of under one hour and manage complex resolutions through completion.
Investigate technical problems and communicate resolution plans to customers.
Deliver customer training sessions and workshops, and prepare supporting materials about advanced platform features.
Identify and help implement workflow automation and process improvements.
Collect and communicate customer feedback to inform product enhancements.
Analyze customer usage patterns and data to identify potential issues and provide recommendations.
Collaborate with Customer Success, Product, Engineering, and other internal teams to resolve issues and prioritize customer needs.

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