Senior Technical Support Engineer

Description

The company makes cloud identity software that lets people shop, work, bank and interact online with security and little friction. Its headquarters are in Denver, Colorado, with offices and employees around the world.

It serves some of the largest and most demanding enterprises globally, including more than half of the Fortune 100.

This role supports the company's top tier customers, making sure their use of the products runs smoothly and that problems are resolved quickly, working with internal teams to keep their operations running continuously.

The company describes itself as growing quickly while keeping the flexible, can-do attitude of a startup.

Responsibilities

• Work directly with customers by email, chat and support tickets, responding professionally and efficiently while helping them find and fix technical issues.
• Join audio calls, video calls and screen-sharing sessions with customers and partners, including top tier customers who may phone in directly.
• Own assigned customer issues from first troubleshooting through root cause analysis and final resolution, staying with each problem until it is closed.
• Meet or exceed customer expectations for response quality, speed and overall experience.
• Reproduce customer problems internally so a fix can be developed and tested.
• Work with Support, Engineering, SRE, Product Management and Customer Success teams, showing respect to colleagues and customers at all times.
• Record bugs and product issues that affect customers and document them with Engineering.
• Share recurring and emerging issues with the training and documentation teams so they can be fixed before they spread.
• Follow best practices and processes, including those tied to ISO 27001 and ISO 9001 compliance, security incidents and data breaches.
• Set your own priorities, manage your workload and keep good time.
• Lead escalation calls when needed, brief stakeholders on open cases and help build action plans to resolve customer issues fast, listening carefully to understand each situation.
• Mentor team members, help with complex tickets, promote good customer service and troubleshooting habits, and write and review knowledge base articles.
• Build deep expertise in the product and a broad understanding of how the platform's parts connect.
• Use creative thinking and business and technical analysis to improve processes beyond current industry practice, and explore advanced technologies on your own initiative.
• Set the pace for the team through hard problems by modelling strong work ethic and a positive attitude while keeping to best practices.
• Help screen, interview and select new team members.
• Grow your contributions to the product and the wider global team.
• Act as the first point of contact for urgent tickets and urgent customer issues.

Requirements

• Communicate clearly in speech and writing, listen well, present with confidence and adapt to your audience.
• Troubleshoot with analytical and creative thinking, curiosity, resilience and adaptability.
• Have solid knowledge of REST APIs, SSL/TLS, IPv4, JSON, LDAP and proxies.
• Have experience administering and troubleshooting Linux, working with enterprise virtualization, and using cloud platforms such as AWS, Azure or Google Cloud Platform.
• Work well with others and contribute to a team.
• Have at least 8 years of related experience with a bachelor's degree, or equivalent experience.
• Preferred: a technical degree in computer engineering, CIS, MIS or computer science.
• Preferred: support experience with identity and access management (IAM) software.

Conditions

Weekend queue manager and on-call rotations, plus scheduled public holiday coverage.

The role is based on the US West Coast, which is the preferred work location.

The company works with a flexible, collaborative setup.

The company is an equal opportunity employer that welcomes candidates of all backgrounds.

Colorado's Equal Pay for Equal Work Act (SB 19-085) applies: the approximate pay range for Colorado is shown in the posting, and final pay depends on factors such as knowledge, skills and abilities.

Benefits

• Generous PTO and holiday schedule.
• Parental leave.
• Health care options.
• Retirement programs.
• Opportunity for education reimbursement.
• Commuter offset in specific locations.
• Employee resource groups that build a sense of belonging.
• Regular company and team bonding events.
• Global volunteering and community initiatives.