Technical Support Engineer (Tier 2)
Location: Remote, U.S.Based Company | Employment Type: Full-Time
About the Role
We are seeking a highly motivated and hands-on Technical Support Engineer (Tier 2) to join the team supporting a fast-growing, U.S.-based SaaS cybersecurity platform. This role is for a technical expert who can own complex issues end-to-end, moving beyond simple ticket forwarding to deliver comprehensive resolution. If you have solid experience troubleshooting identity systems, DNS/email configurations, and SaaS applications, we encourage you to apply.
Key Responsibilities
1. Advanced Technical Troubleshooting (Tier 2)
- Reproduce complex bugs and validate system/application configurations.
- Analyze system logs and diagnostics to identify root causes.
- Prepare and escalate fully documented issues, including reproduction steps, to Tier 3 engineering.
2. Identity and Provisioning Support
- Troubleshoot integration issues with leading identity providers (Entra ID/Azure AD, Okta, Google Workspace).
- Resolve challenges related to Single Sign-On (SSO), SCIM provisioning, and Active Directory synchronization.
- Assist clients with bulk user management via CSV uploads and group synchronization.
3. Email and Deliverability Expertise
- Diagnose and resolve email authentication issues (SPF, DKIM, DMARC).
- Guide and support customer IT teams through allowlisting procedures.
- Provide technical support for integrations with critical communication platforms (Microsoft 365, Google Workspace, Slack).
4. Case Management and Ownership
- Manage a queue of support cases via Zendesk, chat, and email.
- Take full ownership of cases from initial intake to final resolution.
- Participate in video calls with clients as required for high-priority or complex issues.
5. Product & Knowledge Contribution
- Maintain and update internal knowledge base (KB) documentation for recurring issues.
- Create detailed and clear bug tickets for the development team.
- Support User Acceptance Testing (UAT) and other product improvement initiatives.
Requirements
- Proven experience in SaaS technical support, with a Tier 2 background preferred.
- Strong foundational knowledge of DNS, email authentication protocols, and modern identity platforms.
- Excellent troubleshooting, diagnostic, and log analysis skills.
- Exceptional written and verbal communication skills.
- Must be available to work U.S. time zone hours (MonFri, 9 AM5 PM).
- Ability to work fully remote, maintaining a secure home office and reliable internet connection.
If you are a self-starter who thrives on solving real technical challenges and takes genuine ownership of your work, this role offers an exciting opportunity for impact.
