Technical Support Engineer

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

📋 Description

• Acquire a thorough understanding of the technical aspects of C1 products to offer guidance and assistance to customers.

• Remain informed about new features and industry best practices.

• Serve as a primary contact for technical support inquiries.

• Assist customers in troubleshooting issues and escalate technical matters to the appropriate internal team.

• Achieve a response time target of under 1 hour and manage project fixes with internal teams.

• Collaborate with the team to tackle daily complex challenges.

• Conduct training sessions for customers and design as well as deliver training materials or hands-on workshops.

• Identify opportunities for automating tasks for both internal and external customers.

• Facilitate smooth and efficient change management for process enhancements.

• Collect customer feedback regarding the product, services, and overall experience.

• Utilize feedback to drive product enhancements and advocate for customer requirements.

• Leverage data and analytics to evaluate customer usage trends and pinpoint potential issues.

• Provide data-driven insights to help customers optimize the value of C1 solutions.

• Collaborate with internal teams to align on customer needs and ensure prompt resolution of issues based on prioritization methods.

⛳️ Requirements

• Over 3 years of experience in a technical support, solutions engineering, or DevOps role with a focus on IAM, IT, and Security domains.

• Willingness to work East Coast hours.

• Hands-on experience with HTTP APIs (REST, OAuth), authentication protocols, and connector/integration development.

• Strong knowledge of Docker and Kubernetes, particularly for troubleshooting containerized applications.

• Comfortable working with on-premises infrastructure and hybrid cloud deployments.

• Clear and empathetic communicator skilled at simplifying complex issues and guiding customers to effective solutions.

• Familiarity with AWS IAM, policies, roles, and identity federation setups or Infrastructure as Code (IaC) tools is a plus.

• Experience with Microsoft Entra ID/Azure AD and Active Directory administration and integrations is a plus.

• Bonus for having scripting or light development experience (e.g., Python, Bash, Go, etc.).

🏝️ Benefits

• Equity

• Equal Employment Opportunity