Technical Support Engineer

Overview

Job Title:

Technical Support Engineer

Location:

Denver, CO (Hybrid)

Fusion Auth is a fast-growing startup and leading provider of customer identity and access management (CIAM) software headquartered in Denver, Colorado. Our mission is to make authentication and authorization simple and secure for every developer. Our product helps businesses securely manage customer identities and access, ensuring a seamless and safe user experience for some of the largest brands in the world.

We are committed to delivering exceptional value and satisfaction to our clients through top-notch service and support. With a great team and strong investors, we are expanding our team to help accelerate our growth and take Fusion Auth to the next level.

This is a full‑time, salaried‑exempt role. During the first approximately three months, while you are ramping up, you will work a standard daytime schedule (9am-5pm Mountain Time) to allow for onboarding, training, and pairing with teammates.

After you are fully ramped (expected at around three months, depending on performance and business needs), your regular schedule will shift to 7:00 a.m. – 3:00 p.m. (MT), Monday through Friday. Occasional on-call support will be required outside of regular hours, on a rotating basis with the team. While this represents your standard schedule, occasional flexibility may be required to meet customer or business needs (for example, during incidents, releases, or key customer engagements).

Any adjustments to your regular schedule will be communicated in advance whenever reasonably possible.

We are recruiting a Technical Support Engineer who will join our engineering team and help us deliver excellent software support to our growing number of clients. In this role, you will understand our customers’ needs and help guide them through the issues they are having.

For this role, you must be a creative and quantitative thinker, and be able to quickly grasp complex, technical subjects. Our users are generally developers, and their support questions tend to be sophisticated. A successful candidate will often be able to respond to a customer’s questions by independently reading through code to find an answer, or stand up a test integration with a 3rd party system to try and reproduce an issue.

CIAM can get complicated, and this role often feels more like solutions engineering than it does support.

• Provide technical support to customers integrating Fusion Auth into their applications, troubleshooting authentication, authorization, and identity workflows
• Triage, reproduce, and document customer-reported issues; create detailed bug tickets for engineering handoff
• Guide customers through complex CIAM configurations, including SSO setup, MFA implementation, and custom token handling
• Conduct root cause analysis on integration failures by reviewing customer code snippets, logs, and API traces
• Maintain and contribute to Fusion Auth’s technical documentation, knowledge base articles, and troubleshooting guides based on real-world cases
• Collaborate in customer kickoff and optimization sessions to proactively identify support needs
• Participate in rotating on-call duties to handle production incidents, minimize downtime, and communicate resolutions

• 4+ years in technical support and/or software engineering roles
• Outstanding ability to help customers work through issues, and to understand complicated topics and solutions
• Understand and can execute RESTful API calls
• Able to quickly grasp and explain complex technical subjects
• Excellent technical communication skills
• Can multitask effectively across many customer conversations
• Experience reviewing and interpreting code
• Java experience is a plus
• IAM or CIAM experience is a big plus
• Experience working with developers as customers

• You love supporting customers in their success
• You aren't afraid of getting into some code
• You really enjoy working with others
• You love working in a fast-paced environment

• $80k-$100k expected base salary range*

When you join Fusion Auth’s Denver team, you’ll enjoy a modern…