The opportunity
As a Developer Support Engineer, you will serve as a key technical contact for customers using our Customer Identity SaaS platform. You will be responsible for end-to-end ownership of complex support cases, performing root-cause analysis, and delivering timely solutions to maintain high customer satisfaction.
What you'll do
Customer Success & Support: Support and maintain enterprise clients on our Customer Identity SaaS solution, resolving complex technical and non-technical issues with urgency and precision.
End-to-End Issue Ownership: Take full ownership of incoming support tickets from intake to resolution—performing initial troubleshooting, identifying root causes, and implementing effective solutions.
SLA & Escalation Management: Manage support ticket operational workflows to consistently meet or exceed response quality, time-to-resolution, and customer experience SLAs.
Cross-Functional Collaboration: Partner effectively with Engineering, Product, and Customer Success teams to resolve high-priority escalations and improve overall product usability.
Business & Technical Analysis: Apply software lifecycle knowledge and analytical techniques to troubleshoot integration issues, identify recurring trends, and champion best practices.
Knowledge Sharing & Continuous Improvement: Create, curate, and maintain product documentation and troubleshooting guides to foster team collaboration and knowledge sharing.
What they're looking for
- Experience: 3+ years in a Technical Support, Software Engineering, or: Technical Analyst role for medium-to-large-scale software implementation projects.
- Problem-Solving Skills: Proven ability to break down complex system issues into basic components to efficiently pinpoint root causes.
- Self-Motivation & Independence: Self-starter capable of mastering complex SaaS/IAM architectures with minimal guidance and managing multiple concurrent workstreams.
- Customer Focus: A strong customer-obsessed mindset with a track record of serving as a client advocate.
