Senior Technical Support Engineer

Description Join our amazing team as a Senior Technical Support Engineer! We are looking for a highly experienced and driven Technical Support Engineer to lead complex incident management and serve as a key escalation point (L3) for our customers. In this role, you will play a critical part in ensuring operational excellence, driving fast and effective resolutions, and maintaining the highest level of customer satisfaction. You will work directly with enterprise customers to troubleshoot and resolve advanced technical issues across diverse environments, acting as a trusted technical expert. You will also partner closely with Engineering, Product, and Customer Success teams to improve product operability, influence future development, and ensure a best-in-class customer experience. This is a highly cross-functional role in a fast-paced environment, with direct impact on both customers and product evolution. Responsibilities Provide advanced technical support to customers and partners, acting as an L3 escalation point Manage support cases end-to-end, from initial intake to resolution, including timely follow-ups Perform deep technical troubleshooting, fault isolation, and root cause analysis of complex issues Troubleshoot Linux-based environments, system services, networking, authentication, and application integrations Diagnose and resolve identity and access management (IAM) issues involving SSO, federation, directory services, and authentication workflows Lead customer-facing technical workshops to define requirements and ensure solution alignment Collaborate closely with Engineering and Product teams to improve product operability and reliability Translate complex technical issues into clear communication for both technical and non-technical stakeholders Collect and channel customer feedback into Product and R&D teams Create, maintain, and publish technical documentation, including support bulletins and knowledge base articles Contribute to internal knowledge sharing and reusable troubleshooting resources Review and improve technical materials such as training content, manuals, and troubleshooting guides Requirements Requirements 5+ years of experience in a customer-facing Technical Support / Support Engineer / Escalation Engineer role Proven experience handling L3 / senior-level escalations and complex production incidents Strong hands-on experience with Linux administration, troubleshooting, debugging, and log analysis Solid understanding of networking fundamentals: DNS, TCP/IP, routing, HTTP/HTTPS, VPN, SSH Experience troubleshooting authentication, authorization, and identity federation technologies (SAML, OIDC, OAuth 2.0) Hands-on experience with enterprise Identity Providers and directory services such as Microsoft Entra ID (Azure AD), Okta, Active Directory, and LDAP Experience working in enterprise customer environments and production systems Strong analytical thinking, troubleshooting, and root cause analysis skills Experience in cybersecurity / SaaS / infrastructure / networking environments Nice to Have Familiarity with Windows, macOS, iOS, and Android troubleshooting Experience with cloud environments (AWS, GCP) and Kubernetes Knowledge of monitoring and observability tools (e.g., Datadog, CloudWatch) Exposure to SIEM and vulnerability management tools Basic scripting skills (Python, JavaScript, PowerShell, SQL, Bash) Experience working in 24/7 production environments with on-call rotations Experience integrating and troubleshooting identity platforms, MFA solutions, and privileged access management (PAM) systems