Technical Support Engineer

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

📋 Description

• Configure and implement SSO integrations for enterprise clients within various identity provider environments.

• Resolve authentication failures, login issues, platform access challenges, and browser-related problems.

• Diagnose alert delivery failures across email, mobile, webhook, and API communication channels.

• Address customer-side issues related to network, firewall, proxy, DNS, and other environmental factors.

• Assist with API troubleshooting and cases related to integration.

• Analyze logs and data to detect patterns and root causes of issues.

• Manage customer inquiries from product questions and initial troubleshooting to root-cause analysis, resolution, and communication.

• Work collaboratively with Product, Engineering, and Customer Success teams to identify and fix product defects.

• Contribute to the knowledge base and support documentation development.

• Participate in an on-call rotation, which may include occasional weekend shifts.

⛳️ Requirements

• A minimum of 3 years experience in technical support, systems engineering, or a related technical field.

• Proven ability to independently troubleshoot across unfamiliar systems.

• Knowledge of network infrastructure, firewalls, proxies, DNS, and corporate IT environments impacting SaaS access.

• Experience in API troubleshooting and integration support.

• Background in bug reproduction, log analysis, and problem isolation for web and mobile applications, SSO, and API implementations.

• Familiarity with Salesforce, Zendesk, and Jira platforms.

• Understanding of SIEM platforms, threat intelligence tools, and security-focused integrations.

• Capability to write or interpret basic queries for data lookup and log analysis.

• Strong written and verbal communication skills, with the ability to convey complex technical concepts to non-technical audiences.

• Experience in creating, structuring, and managing training and knowledge-base documentation.

• Ability to work independently without direct supervision, handle multiple tasks, and meet critical SLAs and deadlines.

• Professional demeanor, reliability, and comfort in a business environment.

🏝️ Benefits

• Fully remote work setup.

• Regular shifts, possibly outside of standard business hours.

• On-call rotation with occasional weekend responsibilities.

• Flexible working arrangements.

• Generous paid time off (PTO) and sick leave.

• Funding for professional development.

• Programming for manager development.

• Access to employee resource group (ERG) networks.

• Competitive benefits package.