Technical Support Engineer L1 and L2
Core
L1/L2 Technical Support Engineer for a multi-module HCM platform (performance, compensation, learning) with an agentic AI layer, owning customer resolution and building the support function.
Role type
Senior IC Technical Support Engineer (B2B SaaS)
Builds
Customer resolution queue and support system for enterprise HCM clients
Domain
Human Capital Management (HCM) / Enterprise SaaS
Required skills
SQL, HTTP/REST, Browser DevTools, SSO troubleshooting (SAML/OIDC/SCIM), Written English, Data Privacy Judgment
Preferred skills
HCM/HRIS/LMS background, SCORM/xAPI, Python, CRM basics
Technologies
Next.js, FastAPI, Vercel, Cloudflare, Okta, Entra ID, Workday, SuccessFactors, Darwinbox, Keka, Cornerstone, Docebo
Responsibilities
Triage, reproduce, and resolve L1/L2 tickets across all modules; Debug frontend, backend, and edge/caching issues; Write SQL to investigate tenant data discrepancies; Troubleshoot SSO failures, provisioning drift, and bulk import errors; Troubleshoot SCORM/xAPI content playback; Triage TrAI copilot quality reports; Forecast support volume for cycle seasons
Seniority
Mid-Senior, hands-on IC
