Technical support engineer

About Our Client

Our client helps organizations securely manage access to cloud infrastructure and applications. The platform enables teams to implement Just-in-Time and Just-Enough access across cloud environments, databases, Kubernetes clusters, SaaS applications, and other critical resources; reducing security risk without slowing developers down. Headquartered in New York with a growing team, our client serves enterprise customers including Fortune 500 companies and high-growth tech firms. This is a chance to join a rapidly scaling security company solving real problems at the intersection of identity, infrastructure, and cloud security.

This role is for engineers who enjoy troubleshooting unfamiliar systems, translating customer problems into actionable insights, and building the support function as the company scales.

Role Overview

As a Support Engineer, you will own technical customer issues from initial investigation through resolution or escalation, troubleshooting integrations and access flows across customer environments. You'll be responsible for diagnosing complex infrastructure problems, reproducing customer-reported issues, and providing engineering with clear reproduction steps and technical context. This role requires a mid-level engineer comfortable operating independently after onboarding, troubleshooting across unfamiliar systems, and working directly with mid-market and enterprise customers in cloud, identity, and infrastructure domains.

Key Responsibilities

• Own technical customer issues from initial investigation through resolution or escalation
• Troubleshoot platform integrations, access flows, and configuration issues across customer environments
• Investigate issues involving APIs, authentication and authorization, cloud infrastructure, Kubernetes, databases, networking, and identity providers
• Analyze application and infrastructure logs to identify root causes and distinguish configuration issues from product defects
• Replicate customer-reported issues and provide Engineering with clear reproduction steps, logs, evidence, impact, and technical context
• Work directly with customers through tickets, Slack, and other support channels to diagnose and resolve technical problems
• Identify recurring customer issues and translate them into documentation, product improvements, tooling, or process improvements
• Provide technical feedback to Product and Engineering based on patterns observed across customer environments
• Participate in incident response and customer communication when production-impacting issues occurs

Non-Negotiables

• 2–5+ years of experience in Technical Support Engineering, Production Engineering, DevOps, SRE, Solutions Engineering, or similar technical customer-facing role
• Proven troubleshooting and problem-solving skills across complex distributed systems
• Hands-on experience with at least one major cloud platform: AWS, GCP, or Azure
• Working knowledge of Kubernetes and Docker
• Good understanding of REST APIs, HTTP, JSON, webhooks, and API-based integrations
• Familiarity with authentication and authorization concepts such as OAuth, OIDC, SAML, RBAC, IAM, service accounts, and permissions
• Ability to read and analyze logs, traces, configuration files, and API responses
• Familiarity with relational databases such as PostgreSQL or MySQL
• Basic scripting ability in Python, Bash, Go, or another language for troubleshooting and automation
• Excellent written and verbal communication skills
• Strong ownership mentality. You stay with an issue until the customer has a clear path forward
• Ability to operate independently on customer issues with minimal oversight after onboarding
• Comfort troubleshooting unfamiliar systems and learning on the job

Nice to Have

• Experience with Identity and Access Management, Privileged Access Management, or cloud security
• Experience with AWS IAM, Azure Entra ID, GCP IAM, Okta, Auth0, or similar identity platforms
• Understanding of Kubernetes RBAC and cloud-native authorization models
• Experience troubleshooting SaaS integrations and enterprise customer environments
• Familiarity with infrastructure-as-code tools such as Terraform
• Ability to read application code in Go or Kotlin/Java
• Previous experience supporting a cybersecurity or infrastructure product
• Background in software engineering or SRE roles (demonstrates troubleshooting depth)

Location: - NYC (hybrid 2x in office) OR Remote offered for East Coast

Salary Offered: $90,000 - $120,000

Benefits: Maternity and parental leave top-up programs, Competitive health benefits, Generous PTO policy, RSU program for most employees, Retirement matching program, Paid volunteer days, Peer-to-peer recognition through Bonusly, Remote-first work environment