Technical Customer Engineer (Technical Support & Escalation Engineering)
Core
Technical escalation point for customer-reported issues, diagnosing complex integration problems, and collaborating with core engineering to drive fixes.
Role type
Technical Customer Engineer (Engineering-adjacent)
Builds
Interim solutions (code snippets, PRs, config guidance) and validated fixes for customer integrations
Domain
Identity verification, security, and account protection
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Go, TypeScript, REST APIs, OAuth, Webhooks, OIDC, SSO, Token Exchanges, Python, Ruby, Bash, AWS, CloudFormation, Postgres, Docker, GitHub Actions, observability stacks
Preferred skills
Debugging in production, scripting, identity platform experience (Okta, Microsoft Entra, Duo, Auth0, Ping)
Responsibilities
Act as first technical responder for escalated issues; Debug API payloads, webhook logs, OAuth exchanges, and race conditions; Provide interim solutions like code snippets or PRs; Bridge gap between customer and engineering by reproducing issues and isolating root causes; Gather structured context for long-term fixes; Recommend integration best practices; Improve internal support tooling and documentation; Surface pain points to influence product priorities
Seniority
Mid-level (2–5 years experience)