Senior Developer Support Engineer - Builder ; BX

Position: Senior Developer Support Engineer - Builder Experience (BX)
Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. the company secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

The Role
As a Senior Developer Support Engineer on the Builder Experience team, you are a hands-on technical problem solver passionate about helping the company’s customers, ISVs, GSIs, and partners seamlessly integrate our secure identity platform.

In this role, you will provide advanced technical assistance, troubleshoot sophisticated issues across the company SDKs, the company for AI Agents and protocols such as Cross App Access, OAuth, OIDC, and SCIM recommending robust workarounds and best practices. You own the customer experience and will serve as a key advocate for our customers and partners to our product and engineering teams.

You bring a builder mindset and an AI forward approach spotting recurring patterns in customer issues or internal workflows and building solutions to address them.

Responsibilities:
Drive Complex Technical Ownership:  Take end-to-end ownership of sophisticated customer issues and drive to resolution with technical excellence and best customer experience

Technical reproduction & Triage:  Reproduce complex customer issues in a local environment and author accurate bug tickets for Engineering to accelerate resolution.

Best Practices & Robust Workarounds:  Deliver expert technical guidance by recommending robust workarounds and proven best practices to help developers and partners successfully integrate and scale on our platform.

Knowledge Sharing & Empowerment:  Write high-quality knowledge articles for self-service resolution across customers and developer ecosystem.

Champion Partner & Developer Success:  Serve as a trusted technical advisor and relentless advocate for customers, ISVs, and strategic partners navigating our secure identity platform.

Influence Product & Engineering:  Channel real-world customer insights and architectural feedback directly back into cross-functional teams to shape the future of our builder experience.

Build Proactive Solutions:  Leverage a builder mindset and AI native approach to build internal tooling using AI-assisted development tools like Claude.

Requirements:

Education & Experience:

BA/BS/MS in Computer Science, MIS, or a related technical discipline, paired with 4+ years of experience in developer support, technical support, solutions engineering or software development with significant customer facing experience.

Problem Solving & Advocacy:  Deep technical troubleshooting skills paired with strong empathy for developers, advocating for customer success in a dynamic, fast-paced environment.

Programming Proficiency:  Fluency in at least one statically typed language (e.g., C#, C++, Java) and one dynamically typed language (e.g., Python, JavaScript, Ruby).

Web & API Architecture:  Hands-on experience supporting or building cloud applications, RESTful APIs, and web frameworks (e.g., Node.js, Django/Flask, ASP.NET, Rails).

Modern Tech & AI Tooling:  Familiarity with AI-assisted development tools and protocols (e.g., Claude, OpenAI Codex/Copilot, MCP servers).

Communication &

Collaboration:

Exceptional written and verbal communication skills across multiple channels (docs, chat, live calls) with the self-direction to work independently or collaborate cross-functionally.

Strongly Desired Qualifications
Experience supporting…