Advanced Support Engineer

Role overview

An Advanced Support Engineer role on a global technical support team working on identity and machine-identity security software. The position handles escalated customer cases, drives complex troubleshooting across the platform, and rebuilds trust when issues become sensitive. The role reports to a Support Manager and participates in a shared on-call rotation that may include evenings, weekends, and holidays.

• Act as the primary point of contact for escalated customer cases, delivering both technical resolution and active case management.
• Diagnose, troubleshoot, and resolve advanced technical issues across the company's software products.
• Partner with peers, engineering, and product teams to identify root causes and deliver high-quality solutions in a timely manner.
• Manage sensitive or escalated situations with professionalism and empathy to repair and maintain customer trust.
• Document findings, solutions, and best practices from escalated cases to strengthen knowledge sharing.
• Mentor and coach Technical Support Engineers, contributing to a culture of excellence in the global support organization.

• Proven experience in enterprise-level customer support or advanced troubleshooting roles for software products.
• Strong knowledge of cloud architectures such as AWS, Azure, O365, and Google Cloud.
• Solid understanding of object-oriented principles, the .NET Framework, and relational databases.
• Familiarity with one or more scripting or coding languages such as C#, C++, Angular, Power Shell, Python, Bash, or SQL.
• US work authorization is required; visa sponsorship is not available for this role.

• Hands-on experience administering an identity security, privileged access management, or related enterprise security product.

• Competitive base pay with a meaningful bonus program.
• Healthcare coverage, retirement/pension matching, life insurance, and an employee assistance program.
• Time off plans and paid company holidays.
• Shared on-call rotation including evenings, weekends, and holidays.