Senior Customer Support Engineer

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support Engineer based in the United States. This is a high-impact technical support role focused on ensuring seamless identity assurance experiences for enterprise customers in a fast-paced, security-driven 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.

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.

Benefits

• Competitive annual base salary in the range of $75,000-$90,000 USD, plus potential equity and additional compensation components.
• Comprehensive benefits package including healthcare coverage and additional employee support programs.
• Fully remote work opportunity within eligible US locations.
• Opportunity to work on cutting-edge identity and authentication technologies impacting global enterprise security.
• Exposure to complex, high-scale enterprise environments and modern cloud-based architectures.
• Collaborative and inclusive work culture focused on innovation, learning, and professional growth.