Act as technical front line for customers: triage and resolve escalated issues (SSO, integrations, APIs, data, security scans), guide setup and rollouts, collaborate with R&D on bugs, improve observability and documentation, and participate in on-call incident handling.
Description
Ox Security secures the AI-driven SDLC from prompt to production. We eliminate critical, real-time risks from AI code generation through cloud runtime by doing what conventional tools can’t: unifying development and cloud context to stop vulnerabilities right at the source. At OX, we’re building the future of cyber security for the AI era. If you’re looking to work on disruptive technology with an amazing team, you belong here.
As a Tier 1-2 Support Engineer, you will be the technical front line for our customers, helping them configure, debug, and maintain our software in diverse infrastructure setups.
ResponsibilitiesWhat You’ll Be Doing
- 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, connectivity issues and more.
- 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 based on field experience.
- Monitor support case queues and ensure timely, high-quality communication with customers.
- Improve observability, documentation, and deployment tooling.
- Provide feedback to internal teams about common customer challenges and edge case configurations.
- Participate in on-call rotation as needed for critical incident handling.
What We’re Looking For
- 3+ years of experience in technical support, technical account management, or solutions engineering, preferably for a B2B SaaS product.
- Hands-on knowledge of SSO protocols and identity providers. Strong ability to analyze logs, trace errors, and resolve performance or access issues.
- Experience working with APIs, webhooks, and data transformation/debugging tools.
- Familiarity with application security concepts (e.g., static/dynamic scanning, vulnerability management, secure SDLC) - advantage.
- Comfort working with CI/CD integrations, developer tools, and code-based configuration.
- Excellent interpersonal and communication skills, both with technical and non-technical stakeholders.
- Excellent troubleshooting, communication, and documentation skills.
- Comfort in managing multiple priorities in a fast-paced, customer-driven environment.
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