Enterprise AI-Native Support Engineer Live Troubleshooting

Living Security; Austin (TX); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Living Security in Austin, TX is seeking an autonomous, AI-native technical support professional to help enterprise customers on the Living Security platform. You will own escalations, join troubleshooting calls, and guide fixes in real time, ensuring the customer can validate their workflow.

You will work with identity and security admins, use AI-assisted tools, and partner with Engineering to move quickly.

Qualifications

• Three+ years in technical support or enterprise software roles.
• Ability to lead technical customer calls with clear communication and context across cases.
• Hands-on enterprise identity and integration troubleshooting (SAML, OIDC, SCIM, HTTP APIs, permissions).
• Familiarity with enterprise security tools (Microsoft Entra ID, Microsoft 365, Defender, Okta, Splunk).
• Ability to read logs, write SQL, inspect API payloads, and test small scripts with AI assistance.

Responsibilities

• Lead live customer troubleshooting. Establish impact, gather evidence, test hypotheses, and resolve access, configuration, integration, and platform issues.
• Investigate across systems (SSO, provisioning, API authentication, data feeds, mappings).
• Verify the customer's result using logs, API responses, SQL, and code traces before closing the case.
• Apply practical fixes by configuring integrations, validating mappings, restoring syncs, and testing scripts with proper procedures.
• Use AI agents to investigate logs, code, and improve documentation and diagnostics.
• Eliminate recurring problems by building durable fixes, runningbooks, and customer guidance; escalate with reproducible evidence when needed.
• Own the customer conversation across email, Slack, service desk, phone, and meetings; coordinate with Engineering when required.

Skills

Enterprise support

AI-native tooling

Troubleshooting

SAML/OIDC

SQL & logs

Job description

Living Security in Austin, TX is seeking an autonomous, AI-native technical support professional to help enterprise customers on the Living Security platform. You will own escalations, join troubleshooting calls, and guide fixes in real time, ensuring the customer can validate their workflow.

You will work with identity and security admins, use AI-assisted tools, and partner with Engineering to move quickly.