Senior Support Engineer

Our client operates in the SaaS security industry, addressing the challenge of securing business-critical SaaS applications such as Microsoft 365 and Salesforce. They provide a comprehensive SaaS security platform designed to reduce risk, detect and respond to threats, and prevent breaches at the source. Serving over 200 organizations globally—including large enterprises across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand—the company focuses on evolving SaaS security by detecting anomalous activities and managing integration risks, supported by a growing partner ecosystem and ongoing expansion.

About the Role

The Senior Support Engineer plays a crucial role in delivering technical support by resolving the most complex and high-severity customer issues. This position owns escalated technical problems and develops scalable support systems through automation and agentic technology. The role contributes to improving support efficiency and quality, ensuring critical customer challenges are addressed effectively while building tools to prevent future issues.

Responsibilities

• Manage and resolve complex, high-severity, and escalated support tickets end to end.
• Diagnose technical issues related to APIs, authentication, identity, integrations, telemetry, and data flows.
• Collaborate with leadership to design and improve automated support systems.
• Convert resolved issues into reusable automation, playbooks, and knowledge assets.
• Identify and address gaps in automation to enhance resolution rates.
• Work with Product and Engineering teams on root cause analysis and product fixes.
• Set technical standards for the support team and mentor other engineers.

Requirements

• Strong technical support or support engineering experience with B2B SaaS products.
• Expertise in APIs, authentication, identity, logs, telemetry, integrations, and systematic debugging.
• Experience or aptitude for building or tuning automation and agentic support tools.
• Ability to translate complex escalations into repeatable, automatable solutions.
• Comfortable working in an evolving, technology-driven support environment.

Nice to have:

• Scripting or coding skills such as Python and API-level debugging.
• Experience with large language models, agent frameworks, or workflow automation.
• Familiarity with identity provider and SaaS administrative APIs like Microsoft Graph or Entra.

Pay

• Base salary range: $100,000 to $130,000 USD.
• Eligibility for equity awards.
• Potential eligibility for sales commission or incentive compensation depending on role.

Benefits

• Competitive compensation including equity and 401(k).
• Comprehensive healthcare with dental and vision coverage.
• Flexible paid time off and paid holiday time.
• Twelve weeks of new parent or family leave.
• Personal and professional development resources.