Senior Customer Support Engineer

Jobtailor; Deutschland; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a technical support specialist to own the end-to-end incident lifecycle, triaging, resolving, or escalating within defined SLAs. You will conduct deep-dive troubleshooting across our product suite and identity services, and collaborate with Engineering and Product to resolve escalations.

You will monitor system health and ticket trends to prevent outages and improve processes, applying strong analytical skills and a customer-focused approach.

Qualifikationen

• 3–4 years of proven experience in technical support, support operations, or systems administration.
• Degree/Certification or equivalent practical experience.
• Proficiency with identity standards such as OIDC/SAML.
• Clear communication, empathy and a calm, positive demeanor in customer interactions.
• Strong analytical, organizational, interpersonal, and teamwork skills.
• Ability to adapt quickly to changing priorities and make decisions with available information.
• Solid understanding of networking concepts (DNS, HTTP, IP) and cloud/SaaS infrastructure.
• Experience with Windows and Mac operating systems.
• Ability to troubleshoot mobile environments (iOS & Android).
• Analytical skills to review logs to isolate root causes of identity lifecycle issues.
• Eligible to work in the US.

Aufgaben

• Own the end-to-end technical support lifecycle, ensuring incidents are triaged, resolved, or escalated within SLAs.
• Conduct deep-dive technical troubleshooting across HYPR’s product suite and integrated identity services.
• Collaborate cross-functionally with Engineering and Product to resolve escalations and identify product defects.
• Proactively monitor system health and ticket trends to mitigate outages and improve process efficiency.

Kenntnisse

Problem-solving

Customer communication

Analytical thinking

Teamwork

Prioritization

OIDC/SAML

Ausbildung

Degree or Certification in Relevant Field

Jobbeschreibung

Responsibilities

• Own the end-to-end technical support lifecycle, ensuring all incidents are triaged, resolved, or escalated within defined SLAs.
• Conduct deep-dive technical troubleshooting across HYPR’s product suite and integrated identity services.
• Collaborate cross-functionally with Engineering and Product teams to resolve complex escalations and identify product defects.
• Proactively monitor system health and ticket trends to mitigate widespread service interruptions and improve process efficiency.

Requirements

• 3–4 years of proven experience in technical support, support operations, or systems administration.
• Degree/Certification or equivalent practical experience
• Demonstrated ability to perform autonomous problem-solving using OIDC/SAML and other identity/authentication standards.
• Proven capability to guide customers to a successful resolution through clear communication, empathy, and a composed, positive demeanor
• Excellent analytical, organizational, interpersonal, and teamwork skills
• Ability to adjust quickly to changing priorities and make quick decisions with available information.
• Strong proficiency in networking concepts (DNS, HTTP, IP) and cloud/SaaS infrastructure to support enterprise-scale environments.
• Strong understanding of Windows and Mac operating Systems
• Ability to troubleshoot mobile computing (iOS & Android) environments
• Advanced analytical skills for reviewing mobile, workstation, and server logs to isolate root causes of complex identity lifecycle issues.
• Eligible to work in the US

Core Competencies

Demonstrates expertise in technical support and systems administration, with a strong focus on troubleshooting identity and authentication standards such as OIDC and SAML. Proficient in analyzing system health and ticket trends to enhance service efficiency and customer satisfaction.

Certifications & Qualifications

• Degree or Certification in Relevant Field