About the Role
The Support Engineer will troubleshoot and resolve technical challenges involving SSO and SCIM integrations, provide guidance during onboarding, and collaborate with engineering teams to improve product reliability and documentation.
Responsibilities
- Diagnose and resolve customer-reported issues with SSO configurations
- Troubleshoot SCIM provisioning errors across various identity providers
- Respond to technical inquiries via support tickets and direct communication
- Reproduce reported issues in test environments to validate solutions
- Collaborate with engineering teams to escalate and resolve bugs
- Document root causes and resolution steps for common issues
- Assist customers during integration and post-deployment phases
- Provide feedback to product teams based on customer pain points
- Maintain up-to-date knowledge of SAML, OIDC, and SCIM protocols
- Guide customers through certificate rotations and key renewals
- Validate configuration changes in staging environments
- Support onboarding for new enterprise clients
- Create and update technical support documentation
- Participate in on-call rotations for urgent issues
- Monitor support dashboards for emerging trends
Nice to Have
- Hands-on experience configuring SCIM endpoints
- Exposure to enterprise SaaS platforms
- Scripting experience in Python, JavaScript, or similar
- Prior work in a customer-facing technical role
- Knowledge of LDAP and directory services
- Experience with audit logging and compliance requirements
- Familiarity with debugging SAML assertions
- Understanding of rate limiting and API throttling
- Contributions to technical documentation or knowledge bases
Compensation
Competitive salary and benefits package
Work Arrangement
Remote with flexible hours
Team
Part of the customer support engineering team focused on identity and access management solutions
What You’ll Do
- Work directly with customers to resolve complex authentication and provisioning issues.
- Use logs and configuration data to pinpoint integration failures.
- Collaborate with internal teams to improve product resilience and supportability.
Why This Matters
- Reliable identity integration is critical for customer security and adoption.
- Your work ensures seamless access and reduces friction during onboarding.
- You help maintain trust by quickly resolving high-impact technical issues.
Available for qualified candidates
