Senior Technical Support Engineer
Core
Resolve complex Tier 2 technical issues for B2B SaaS customers by debugging, investigating root causes, and collaborating with engineering teams.
Role type
Senior Technical Support Engineer (B2B SaaS)
Builds
Josys identity security and governance platform
Domain
Cybersecurity / Identity Management / SaaS
Deliverable
client delivery
Required skills
hands-on debugging and troubleshooting, log analysis, API debugging (REST), SQL, incident management, root cause analysis, technical documentation
Preferred skills
authentication protocols (SSO, SAML, SCIM, OAuth), Postman, cross-functional collaboration with engineering
Technologies
REST APIs, SQL, Postman, SSO, SAML, SCIM, OAuth
Responsibilities
Own and resolve complex Tier 2 technical support issues from investigation through resolution; Troubleshoot and debug customer issues by analyzing logs, API responses, and system behavior; Reproduce customer issues in test or controlled environments; Manage technical escalations and ensure issues are properly prioritized and tracked; Work closely with Engineering and Product teams to investigate bugs and improve product quality; Create and maintain troubleshooting documentation and knowledge-base articles.
Seniority
Senior, hands-on IC