About the Role
Role details below.
Responsibilities
- Investigate the most complex, high-impact customer issues escalated from front-line support (TSEs) and directly raised by customers.
- Perform deep-dive debugging across the full technology stack including application, database, infrastructure, APIs, and integrations.
- Serve as a subject matter expert in supporting Zero Trust technologies such as identity and access management (IAM), secure access service edge (SASE), endpoint security, and network segmentation tools.
- Troubleshoot complex technical issues across a broad set of systems including authentication flows (SSO, MFA), policy enforcement, and secure application access.
- Use logs, traces, diagnostics to identify the underlying cause.
- Work with Engineering to validate defects, create reproducible scenarios, and confirm fixes.
- Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues.
- Manage escalation lifecycle from intake to closure, ensuring technical accuracy and timely communication.
- Partner with Product and Engineering teams to drive bug fixes or workarounds.
- Communicate status, risk, and resolution progress clearly to support leaders and customers (as appropriate).
- Proactively swarm on critical or complex cases with Technical Support Engineers within their regional or skill-based Pod.
- Provide real-time guidance and mentoring during troubleshooting.
- Be an expert engineer in the team, help front-line engineers improve their technical depth and escalation readiness.
- Document new findings, diagnostic steps, and resolutions in internal knowledge bases.
- Share insights from escalations to improve product documentation and support training.
- Contribute to runbooks and automation that help prevent future escalations.
- Stay current with new product releases, architecture changes, and known issues.
- Participate in engineering syncs or release readiness reviews to represent the support perspective.
- Serve as a subject matter expert (SME) in one or more technical domains.
Requirements
- Solid understanding of Zero Trust principles and technologies such as: Identity and Access Management, Endpoint Detection & Response, Network Security / Microsegmentation, Secu
