As a Principal Technical Support Engineer, you will take ownership of high-level technical escalations, ensuring rapid diagnosis and resolution of critical issues within identity and access management systems. Your role bridges deep technical knowledge with leadership, supporting both customers and internal teams through complex problem-solving scenarios.
Key Responsibilities
- Act as the final escalation point for advanced technical issues, driving root cause analysis and timely resolutions
- Collaborate with engineering and product teams to communicate customer feedback and influence product improvements
- Mentor junior support engineers through coaching, knowledge sharing, and performance guidance
- Develop and maintain technical documentation, troubleshooting guides, and internal knowledge resources
- Participate in on-call rotations to support mission-critical customer environments
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 8+ years of experience in technical support, with at least 3 years focused on enterprise security or identity platforms
- Strong understanding of IAM concepts including SSO, SAML, OAuth, and RBAC
- Proficiency in analyzing logs, debugging configurations, and interpreting system behavior
- Excellent communication skills with the ability to explain technical details to both technical and non-technical audiences
