Enterprise AI Support Engineer — Live Troubleshooter

Living Security; Austin (TX); Hybride; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Supportive engineering partnership

Résumé du poste

Living Security in Austin, TX, hybrid role, seeks an autonomous technical support professional to help enterprise customers on the Living Security platform. You will own escalations, troubleshoot identity and integration issues, and collaborate with Engineering to implement durable fixes.

You will work with AI-assisted tools, document findings, and communicate clearly across channels to ensure customer recovery. Occasional travel may be required.

Qualifications

• At least three years in technical support or related enterprise-software role.
• Ability to lead technical customer calls in real time and maintain context across environments.
• Hands-on identity and integration troubleshooting (SAML/OIDC, SCIM, HTTP APIs).
• Familiarity with enterprise security tools (e.g., Entra ID, Defender, Splunk).
• Ability to read logs, write SQL, inspect API payloads, and test scripts with AI aid.

Responsabilités

• Lead live customer troubleshooting, establish impact, gather evidence, test hypotheses, and resolve issues.
• Investigate across systems including SSO, provisioning, API authentication, data feeds, and mappings.
• Verify customer results using logs, API responses, SQL, and data traces before closing cases.
• Apply fixes, validate mappings, restore syncs, and build small scripts or AI-assisted workflows.
• Use AI agents to investigate logs, code, and diagnostics, ensuring data protection.

Connaissances

Technical support

Customer communication

SSO/OIDC troubleshooting

API debugging

AI-assisted problem solving

Outils

Microsoft Entra ID

Okta

Description du poste

Living Security in Austin, TX, hybrid role, seeks an autonomous technical support professional to help enterprise customers on the Living Security platform. You will own escalations, troubleshoot identity and integration issues, and collaborate with Engineering to implement durable fixes.

You will work with AI-assisted tools, document findings, and communicate clearly across channels to ensure customer recovery. Occasional travel may be required.