Support Engineer (Tier 2)

Description

Company secures the AI-driven SDLC from prompt to production, unifying development and cloud context to stop vulnerabilities at the source. As a Tier 1–2 Support Engineer, you are the technical front line for customers — helping them configure, debug, and maintain the product across diverse infrastructure setups.

Responsibilities:

• Act as the primary point of contact for escalated customer issues requiring in-depth technical troubleshooting.
• Diagnose and resolve complex problems involving SSO (SAML, OIDC, SCIM), third-party integrations, API failures, data issues, security scanning, and connectivity.
• Guide customers through initial setup, ensuring smooth rollouts and minimal disruption.
• Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements from field experience.
• Monitor support case queues and ensure timely, high-quality customer communication.
• Improve observability, documentation, and deployment tooling.
• Provide feedback to internal teams on common customer challenges and edge-case configurations.
• Participate in on-call rotation as needed for critical incident handling.

Requirements

Must-have skills:

• SSO protocol & identity-provider troubleshooting (SAML, OIDC, SCIM)
• Log analysis, error tracing & performance/access troubleshooting
• APIs, webhooks & data transformation/debugging
• 3+ years B2B SaaS technical support / TAM / solutions engineering
• CI/CD integrations, developer tools & code-based configuration
• Communication with technical & non-technical stakeholders
• Managing multiple priorities in a fast-paced, customer-driven environment
• Excellent English, C1 / B2+

Nice-to-have skills:

• Application security concepts (static/dynamic scanning, vulnerability management, secure SDLC)
• Familiarity with security-scanning / AppSec tooling