About the company
A partner company building an advanced identity governance platform. Early-stage environment.
Responsibilities
- Act as the primary technical escalation point for enterprise customers, managing Tier 2 and Tier 3 issues
- Investigate bugs and configuration problems, coordinate with engineering, maintain ownership until resolution
- Help customers expand platform usage across teams, applications, and resources
- Deliver enablement sessions and office hours, identify usage patterns and configuration risks
- Lead technical kickoffs, define integration strategies, guide customers from setup to production go-live
- Configure identity providers, SSO, SCIM provisioning, cloud integrations, application connectivity, Terraform or API-based configuration
- Create and maintain customer-facing documentation, sample code, troubleshooting guides, runbooks
- Establish severity frameworks, escalation procedures, engineering handoffs, implementation checklists
- Document and prioritize bugs, communicate customer feedback, validate fixes with customers
Requirements
- At least 5 years in a customer-facing technical role (Customer Success Engineer, Technical Support Engineer, Solutions Engineer, Technical Account Manager, Implementation Consultant, or Professional Services Consultant)
- Strong knowledge of SSO, SAML, OIDC, OAuth, SCIM provisioning, and enterprise identity providers such as Okta or Microsoft Entra ID
- Familiarity with enterprise access governance and access review processes
- Hands-on experience with at least one major cloud platform: AWS, Microsoft Azure, or Google Cloud Platform
- Practical knowledge of Terraform and Kubernetes
- Ability to manage customer implementations from kickoff through go-live
- Familiarity with ticketing and support platforms such as Zendesk, Linear, or Jira
- Experience at a Series A–C startup is a plus
Conditions
- Annual salary range of $120,000–$200,000 depending on experience
- Equity compensation
- Remote position within the United States
- Full-time role