Senior Technical Support Engineer

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

📋 Description

• Act as dedicated engineers for high-priority clients

• Organize troubleshooting sessions and maintain regular communication with customers via phone

• Analyze and replicate issues within a lab setting

• Manage customer expectations and ensure Service Level Agreements (SLAs) are fulfilled

• Follow up with clients through phone calls, emails, and online meeting platforms

• Contribute to the knowledge base

• Comprehend and adhere to business processes

• Share expertise, onboard, and assist fellow engineers

• Participate in a rotating on-call schedule within the global team

• Provide support for a worldwide customer base on a diverse schedule

⛳️ Requirements

• Strong understanding of the operation of SaaS applications and their supporting solutions

• Proficiency in troubleshooting web-based applications using HTTP tracing tools and log analysis in both browsers and application servers

• Familiarity with Single Sign On (SAML, OAuth, OpenID, WS-Fed & JWT)

• Understanding of PKCE (Proof Key for Code Exchange) and biometric integration

• Knowledge of Lightweight Directory Access Protocol and Directory Services, PKI, and X.509 certificates

• Understanding of Internet Protocols (HTTPS/SSL/TLS)

• Networking expertise including Load Balancers, Firewalls, IP, and DNS

• Management experience with Linux-based and Windows server operating systems

• Exceptional communication and organizational skills

• Experience thriving in high-pressure situations

• Familiarity with React, Angular, or Vue is advantageous

• Experience with Containerized Infrastructure: Docker / Kubernetes

• API Management experience including Postman / cURL

• Knowledge of web application servers such as Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic

• Experience in Identity & Access Management or Federation with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager

• User Provisioning experience (SCIM)

• Familiarity with Cloud Services such as Azure, O365, AWS, and Google

🏝️ Benefits

• Flexible and collaborative work environment

• Company culture that empowers you to perform at your best

• Employee Resource Groups

• Regular team-building and company bonding events

• Competitive benefits and perks

• Global volunteering and community engagement initiatives

• Generous Paid Time Off (PTO) and Holiday schedule

• Parental Leave

• Progressive healthcare options

• Retirement programs

• Opportunities for education reimbursement

• Commuter offset for specific locations