Senior Technical Support Engineer - Shifted Work Week

Description

The company builds a cloud identity platform that lets people use digital services securely and smoothly. It is headquartered in Denver, Colorado, has offices and staff worldwide, and serves large enterprises, including more than half of the Fortune 100.

The company is growing fast but still works with a startup mindset and a can-do attitude.

This is a customer-facing senior support role for top-tier customers. You will keep their experience running smoothly and resolve problems as they come up, working across internal teams to find efficient fixes that keep the products running without interruption.

Responsibilities

• Take full ownership of assigned customer issues, from first troubleshooting through root cause analysis to resolution, and stay with each case until it is solved.
• Be the first point of contact for urgent tickets and customer problems.
• Approach troubleshooting logically and creatively, with attention to detail, so every angle is checked and recorded.
• Reply to customers professionally and efficiently, helping them find and fix technical issues, and aim to exceed expectations on response quality, timeliness and overall experience.
• Communicate through the online support tool, by audio calls (top-tier customers may phone in directly), and through regular video calls with screen sharing.
• Reproduce customer problems internally so that fixes can be developed and tested.
• Gather information and log product bugs with Engineering when they affect customers.
• Work with Support, Engineering, SREs, Product Management and Customer Success, treating colleagues and customers with respect.
• Lead escalation calls when needed, brief stakeholders on cases, and help build action plans to resolve issues quickly. Listen carefully to understand the customer's situation and show empathy.
• Mentor team members, help with complex tickets, promote good service and troubleshooting practices, and write and review knowledge base articles.
• Give feedback to the training and documentation teams so common or emerging issues are addressed before they spread.
• Follow best practices and processes, including ISO27001 and ISO9001 compliance, security incidents and data breaches.
• Build deep expertise in the product and an understanding of how the wider platform connects.
• Use creative, business and technical analysis to improve processes beyond standard industry practice, and explore advanced technologies on your own initiative.
• Set a strong example by working hard and staying positive, and guide the team through difficult issues.
• Help with technical screening, interviews and final selection of new team members.
• Grow your contributions to the product and the global team.
• Set your own priorities with self-discipline and good time management.
• Keep learning, admit what you do not yet know, and share what you know with colleagues and customers.
• Take part in weekend queue manager and on-call rosters and in scheduled public holiday coverage.
• Keep customers, team members, other departments and management clearly informed.

Requirements

• At least 8 years of related experience with a bachelor's degree, or equivalent experience.
• Excellent verbal and written communication, with strong listening skills, confident presenting, and the ability to adapt to your audience.
• Strong troubleshooting: analytical, creative, curious, resilient and adaptable.
• Solid knowledge of REST API, SSL/TLS, IPv4, JSON, LDAP and proxies.
• Experience with Linux administration and troubleshooting, enterprise virtualization, and cloud platforms such as AWS, Azure and Google Cloud Platform.
• Strong collaboration and teamwork skills.
• Preferred: a technical degree in Computer Engineering, CIS, MIS or CS.
• Preferred: support experience with identity and access management (IAM) software.
• Preferred: based on the US West Coast.

Conditions

The shift runs Thursday to Monday.

Hours follow a follow-the-sun model for global support. Each shift falls within normal business hours in your regional time zone.

Under Colorado's Equal Pay for Equal Work Act (SB 19-085), an approximate pay range for this role in Colorado applies. Final pay depends on knowledge, skills and abilities.

The company works in a flexible, collaborative environment.

The company welcomes applicants of all backgrounds and values inclusion.

Benefits

• Generous paid time off and holiday schedule.
• Parental leave.
• Progressive healthcare options.
• Retirement programs.
• Education reimbursement may be available.
• Commuter offset in certain locations.
• Employee Resource Groups for belonging.
• Regular company and team bonding events.
• Global volunteering and community initiatives.
• Competitive benefits and perks.