Serve as Tier 2 technical support for a B2B SaaS security product: troubleshoot SSO and identity issues, APIs/webhooks, CI/CD integrations; guide customer setups, triage bugs with R&D, improve observability and docs, and participate in on-call incident handling.
Description
Company secures the AI-driven SDLC from prompt to production, unifying development and cloud context to stop vulnerabilities at the source. As a Tier 1–2 Support Engineer, you are the technical front line for customers — helping them configure, debug, and maintain the product across diverse infrastructure setups.
Responsibilities:
- Act as the primary point of contact for escalated customer issues requiring in-depth technical troubleshooting.
- Diagnose and resolve complex problems involving SSO (SAML, OIDC, SCIM), third-party integrations, API failures, data issues, security scanning, and connectivity.
- Guide customers through initial setup, ensuring smooth rollouts and minimal disruption.
- Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements from field experience.
- Monitor support case queues and ensure timely, high-quality customer communication.
- Improve observability, documentation, and deployment tooling.
- Provide feedback to internal teams on common customer challenges and edge-case configurations.
- Participate in on-call rotation as needed for critical incident handling.
Must-have skills:
- SSO protocol & identity-provider troubleshooting (SAML, OIDC, SCIM)
- Log analysis, error tracing & performance/access troubleshooting
- APIs, webhooks & data transformation/debugging
- 3+ years B2B SaaS technical support / TAM / solutions engineering
- CI/CD integrations, developer tools & code-based configuration
- Communication with technical & non-technical stakeholders
- Managing multiple priorities in a fast-paced, customer-driven environment
- Excellent English, C1 / B2+
Nice-to-have skills:
- Application security concepts (static/dynamic scanning, vulnerability management, secure SDLC)
- Familiarity with security-scanning / AppSec tooling
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