Senior Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the comprehensive resolution of intricate issues within our enterprise customer spectrum, managing everything from triage and bug reproduction to root-cause analysis and communication with clients.

• Address complex challenges across customer identity frameworks in both SaaS and on-premise settings.

• Examine distributed systems and data pipeline challenges throughout the Oasis Platform, including NXLog collectors, S3 ingestion pipelines, MongoDB, and Datadog logs.

• Collaborate with Product and Engineering as an integral stakeholder, submitting high-quality tickets and assessing customer health indicators to prioritize necessary fixes.

• Establish the support knowledge base from the ground up, including troubleshooting manuals, internal runbooks, and integration playbooks.

• Develop AI agents using Claude, Gemini, and MCP servers to automate Level 1/Level 2 triage, log analysis, and case routing across Slack, Linear, and Pylon.

• Establish SLAs, support KPIs, escalation pathways, and internal workflows in conjunction with TAMs, Solution Architects, and Engineering.

⛳️ Requirements

• A minimum of 6 years in technical support, solutions engineering, or customer-facing engineering within the cybersecurity domain; a direct background in identity security (IAM, PAM, IGA, or non-human identity) is essential.

• Extensive hands-on experience with fundamental identity stacks (Okta, Entra ID, Active Directory), identity governance platforms (SailPoint), and PAM solutions (CyberArk, BeyondTrust).

• Proficient understanding of SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, and mTLS.

• Practical knowledge of AWS, GCP, and Azure IAM, including role policies, trust relationships, Service Principals, and GCP Service Accounts.

• Direct experience with secrets management tools such as HashiCorp Vault, AWS Secrets Manager, or Azure Key Vault.

• Strong observability instincts with experience in Datadog or Splunk; proficient in SQL, JSON, YAML, and HCL.

• Comfortable integrating AI tools into daily support processes and crafting effective prompts to enhance case management efficiency.

• Outstanding communication abilities with the capacity to confidently represent Oasis to both technical teams and executive stakeholders.

🏝️ Benefits

• Equal opportunity employer

• Committed to building a diverse workforce