The Support Engineer: SCIM/SSO Specialist at Scribe is a technical support role focused on ensuring seamless identity and access management for enterprise customers. This person serves as the primary technical expert for SSO and SCIM integrations, resolving complex issues across customer environments, WorkOS, and Scribe's backend while directly contributing to enterprise retention and product reliability.
What You'll Do
- Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance.
- Resolve customer issues surfaced through Zendesk tickets and participate in live Zoom calls to work through open issues.
- Serve as the primary escalation point for SSO and SCIM issues raised by enterprise customers through Customer Success and Support.
- Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and Scribe's backend.
- Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reach resolution.
- Schedule and lead live troubleshooting sessions during US business hours for complex or high-priority issues.
- Partner closely with the WorkOS team to route, escalate, and resolve issues that require vendor involvement.
- Partner closely with Scribe CS and Support teams to gather context and coordinate customer communication.
- Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks that enable the broader CS team to handle L1/L2 issues independently.
- Identify recurring failure patterns and translate them into actionable product feedback for Engineering.
What We're Looking For
- Deep IAM fundamentals (must-have). You understand how SAML works end-to-end, the SCIM lifecycle (provision, deprovision, update), user identity models, and common failure modes. You can explain and debug these flows, not just configure them. You're comfortable saying: 'The IdP is sending X, we expect Y, here's the mismatch.'
- Systems thinking and debugging ability (the real differentiator). You can trace a request across systems, read raw logs and JSON payloads, and independently isolate whether a problem is a config issue, a customer misunderstanding, or an actual bug. You should be able to resolve 80-90% of non-product-bug issues without escalating.
- API literacy (must-have). You're fluent with REST APIs and comfortable using Postman or curl to replicate, validate, and debug integration issues. You can read API documentation and test endpoints independently.
- RBAC and permissions modeling know-how. You understand the relationship between roles, permissions, and groups, and can map IdP group structures to application role models, including the edge cases that trip up most enterprise configurations.
- Strong communication across audiences. You can translate a complex technical failure into plain language for an IT admin, and write a precise, engineering-ready bug report for a product team, often for the same incident.
- 2-4 years of experience in a technical support, integration engineering, or similar customer-facing technical role, ideally at a SaaS company with an enterprise customer base.
- REQUIRED CANDIDATE LOCATION: BELGRADE, SERBIA
- REQUIRED CANDIDATE WORKING HOURS: 9AM-5PM EASTERN TIME (USA)
Nice to Have
- Hands-on experience with major IdPs such as Okta, Microsoft Entra ID (Azure AD), Google Workspace, or JumpCloud
- Familiarity with WorkOS or a similar identity middleware layer
- Light scripting ability in Python or Node.js to simulate flows, validate payloads, or automate repetitive troubleshooting steps
- Experience in an early-stage or scaling function where you've had to build process alongside executing it
Technical Stack
SAML, SCIM, WorkOS, REST APIs, Postman, curl, Python, Node.js, Okta, Microsoft Entra ID (Azure AD), Google Workspace, JumpCloud
Team & Environment
- Early role in a growing function
- Collaborates with Support, Customer Success, Engineering, and WorkOS team
Benefits & Compensation
- Some of the nicest and smartest teammates you’ll ever work with
- Competitive salaries
- Flexible PTO
- Parental Leave
- WFH Stipend
Compensation: Salaries are benchmarked using trusted market data with a tiered geographic framework; competitive pay across locations; specific range not disclosed.
Work Mode
Local role in Belgrade, Serbia. Must be available during US business hours (9AM-5PM Eastern Time) and able to schedule live customer meetings.
Scribe is proud to be an Equal Opportunity Employer.
