Support Analyst Core Platform
Core
Senior technical support analyst owning complex escalations for integrations, authentication, APIs, and platform functionality.
Role type
Senior IC technical support analyst
Builds
Customer trust and resolution for SSO, SMTP, APIs, and integration workflows
Domain
SaaS / Identity & Access Management / Data Governance
Deliverable
client delivery
Required skills
Advanced troubleshooting, API analysis, log analysis, customer communication, technical mentoring, Jira ticketing, SSO/SAML/SMTP knowledge
Preferred skills
Privacy/security/governance domain knowledge, enterprise SaaS architecture, knowledge base creation, European language fluency
Technologies
SSO, SAML, SMTP, REST APIs, Postman, Salesforce, Jira
Responsibilities
Own and resolve complex escalated support cases; troubleshoot advanced issues across identity and integration areas; reproduce and analyze customer issues using logs and traces; communicate investigation progress to customers; escalate to engineering with high-quality tickets; mentor junior analysts; identify recurring issues and documentation gaps.
Seniority
Senior, hands-on IC