Senior Support Engineer, Identity Security - US
Core
Senior Support Engineer building the Identity Customer Success function from the ground up, acting as a technical lifeline for Fortune 1000 enterprise accounts to resolve complex identity security issues and architect support processes.
Role type
Senior IC support engineer (identity security)
Builds
Support knowledge base, AI agents for triage, and operational workflows for the support team
Domain
Cybersecurity, Identity Security, AI-driven workflow design
Deliverable
client delivery
Required skills
Identity security (IAM, PAM, IGA, non-human identity), Core identity stacks (Okta, Entra ID, Active Directory), Identity governance (SailPoint), PAM solutions (CyberArk, BeyondTrust), Cloud IAM (AWS, GCP, Azure), Protocols (SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, mTLS), Secrets management (HashiCorp Vault, AWS Secrets Manager, Azure Key Vault, GCP Secret Manager), Observability (Datadog, Splunk), SQL, JSON, YAML, HCL, HTTP debugging, Go/TypeScript stack traces, AI tool integration
Preferred skills
None explicitly stated
Technologies
Okta, Entra ID, Active Directory, SailPoint, CyberArk, BeyondTrust, AWS, GCP, Azure, Datadog, Splunk, HashiCorp Vault, Claude, Gemini, MCP, Slack, Linear, Pylon
Responsibilities
Lead end-to-end resolution of complex enterprise customer issues including triage, bug reproduction, root-cause analysis, and technical fixes; Resolve issues across customer identity stacks in SaaS and on-premise environments; Investigate distributed systems and data pipeline issues (NXLog, S3, MongoDB, Datadog); Partner with Product and Engineering to reproduce bugs and file detailed engineering tickets; Build support knowledge base including troubleshooting guides, runbooks, and integration playbooks; Define SLAs, support KPIs, escalation paths, and internal workflows; Build AI agents to automate L1/L2 triage, log analysis, and case routing
Seniority
Senior, hands-on IC