Technical Customer Engineer (Product Support)
Core
Primary technical responder for escalated customer issues involving integrations, APIs, authentication, and deployments, combining debugging with lightweight development to resolve problems and drive fixes.
Role type
Senior IC Technical Customer Engineer (Product Support)
Builds
Durable fixes for customer integrations, improved support tooling, documentation, and internal processes
Domain
Identity technologies, cloud infrastructure, distributed systems
Deliverable
Production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
API debugging, OAuth/OIDC/SSO workflows, IAM platforms, scripting (Go/TypeScript/Python/Ruby/Node.js/Bash), cloud infrastructure (AWS/CloudFormation/PostgreSQL/Docker/GitHub Actions), observability tools
Preferred skills
Experience in technical support engineering, solutions engineering, DevOps, SRE, or software engineering
Technologies
REST APIs, webhooks, Okta, Microsoft Entra, Duo, Auth0, Ping, AWS, CloudFormation, PostgreSQL, Docker, GitHub Actions
Responsibilities
Diagnose real-world technical issues by analyzing API payloads, webhook activity, OAuth exchanges, logs, and race conditions; Develop interim solutions such as scripts, code snippets, pull requests, and configuration guidance to unblock customers; Reproduce customer issues, isolate root causes, and collaborate with engineering teams to develop permanent fixes; Gather structured technical context from customer cases and translate findings into actionable information for engineering teams; Advise customers and internal teams on integration best practices involving authentication flows, REST APIs, identity systems, and IAM platforms; Improve internal support tools, documentation, runbooks, and troubleshooting processes based on recurring customer patterns
Seniority
Mid-Senior, hands-on IC