Senior Support Engineer
Core
Technical escalation point for complex, high-severity SaaS security issues and architecting agentic support systems to automate resolution.
Role type
Senior Support Engineer (Technical IC)
Builds
Agentic support systems, automated triage, resolution playbooks, and knowledge retrieval tools.
Domain
Cybersecurity, SaaS security, Identity and Access Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Deep technical diagnosis of APIs, identity/authentication, logs, telemetry, and integrations; translating escalations into automatable solutions; debugging at the API level; mentoring technical teams
Preferred skills
Python scripting; LLM and agent frameworks; retrieval-augmented generation; workflow automation; familiarity with Microsoft Graph and Entra APIs
Technologies
Python, LLM frameworks, agent frameworks, Microsoft Graph, Entra
Responsibilities
Own complex, high-severity, and escalated tickets end to end; diagnose deep technical issues across APIs, identity, and telemetry; design and tune agentic support systems; convert resolutions into reusable automation; interface with Product and Engineering on root cause analysis; set technical quality bar and mentor other engineers
Seniority
Senior, hands-on IC