Developer Support Engineer

About the Role

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. In this mid-level role, you will operate with minimal supervision, driving cross-functional collaboration and contributing actively to our internal technical knowledge base.

Key Responsibilities

• 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.

Requirements & Qualifications

• 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.

• Communication: Clear verbal and written communication skills, with the ability to explain complex technical topics to non-technical stakeholders.

Technical Domain Focus

• • Software Engineering Fundamentals: Solid understanding of software development cycles, REST APIs, and common web architectures.

  • Web Security Concepts: Core understanding of HTTP/HTTPS, data encryption, web application security, and networking concepts.

  • Identity & Access Management (IAM): Hands-on understanding of authentication, authorization, and standard identity protocols/specifications (OAuth 2.0, OIDC, SAML, WS-Fed, LDAP, Azure AD).

  • Programming Skills: Proficiency in at least one modern programming language (JavaScript / Node.js preferred) for reading logs, debugging scripts, and reviewing sample code.

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