Developer Support Engineer

United States Digital Space LLC; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

United States Digital Space LLC is seeking an experienced customer support professional for our Identity SaaS platform. You will support clients, manage tickets, and own issues end-to-end to ensure satisfaction.

The role requires quick context-switching, strong analytical skills, and a customer-focused mindset. You will operate in a startup atmosphere, collaborating with multiple departments to resolve complex problems and promote best practices, with onboarding designed to accelerate impact

Qualifications

• 5 years+ of technical support and/or software development or 3 years+ in a business/technical analyst role.
• Strong analytical and problem-solving abilities.
• Able to quickly learn complex concepts with minimal guidance.
• Excellent communication and presentation skills.
• Customer-focused attitude and team-oriented mindset.

Responsibilities

• Support and maintain customers who implemented the Customer Identity SaaS solution, resolving issues promptly.
• Operational management of Support tickets.
• Build and maintain relationships with clients to achieve high customer satisfaction.
• Take end-to-end ownership of customer issues from initial troubleshooting to resolution.
• Exceed expectations on response quality and timeliness to enhance customer experience.
• Serve as contact point on customer issues and coordinate with internal teams.
• Contribute to knowledge repository and promote team knowledge sharing.

Skills

Technical support

Analytical skills

Communication skills

Self-starter

Problem solving

Job description

**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.

Responsibilities

• Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion
• Operational management of Support tickets
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations
• Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices
• Collaborate with other departments in the company to achieve customer satisfaction
• Contribute to and maintain repository of product area specific knowledge and promote a culture of team knowledge sharing and collaboration within Support.

Requirements

• 5 years+ of technical support and/or software development OR 3 years+ of solid experience in a business or technical analyst role for medium to large scale business software implementation projects
• Strong analytical and problem-solving skills
• Self-starter — able to come up to speed on complex, difficult concepts with minimal assistance
• Ability to quickly context-switch between multiple complex work streams
• Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues
• Customer-obsessed attitude — a customer advocate, always going the extra mile
• Team player with solid communication and presentation skills
• Proactivity — identify opportunities and take preemptive action against potential problems
• Continuous growth — permanently look for areas of improvement, make plans on how to improve them, and execute those plans

Technical Domain Focus

• Knowledge of software development fundamentals and common architectures
• Knowledge of HTTP, encryption, basic security concepts
• Understanding of authentication and authorization concepts
• Knowledge of one or more auth protocols/specifications: Oauth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
• Proficient in at least one programming language; ideally JavaScript

#LI-Onsite

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The the company Experience

• Supporting Your Well-Being
• Driving Social Impact
• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

the company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding pleaseuse this Form to request an accommodation.

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