Enterprise Tech Support Engineer: Onboarding & Triage

Ryz Labs; United States; Teletrabalho; USD 85 000 - 130 000; Tempo integral

Resumo da oferta

Ryz Labs seeks a Technical Support Engineer to act as the technical front line between customers and R&D. You will own the triage of issues and ensure pilots go live on schedule, while onboarding new customers and coordinating with IT teams across the US.

You will work with enterprise IT, CRM admins, and end users, handling onboarding, SSO setup, calendar integrations, and desktop app rollouts on Mac and Windows. Strong communication and a structured debugging approach are essential.

Qualificações

• Native or near-native English, comfortable leading calls with US customers from end users to enterprise IT.
• Experience in a technical support, support engineering, IT, or implementation role in a B2B SaaS company.
• Hands-on IT experience with SSO and identity providers (Okta, Microsoft Entra ID or similar), user/group management, MDM, and VPNs.
• Strong Mac and Windows troubleshooting skills, including desktop app installs, OS-level permissions, and MDM deployment.
• Experience with CRM administration or integrations (Salesforce, HubSpot), especially user permissions and connected apps.

Responsabilidades

• Own incoming technical issues end to end, from first report to resolution.
• Debug issues using internal tools and determine if it is user error, knowledge gap, or a bug.
• Coach users through product gaps to prevent recurring questions.
• Own the technical onboarding of each new pilot, from kickoff to go-live, hitting onboarding deadlines.
• Work with enterprise IT to set up SSO and IdP access and manage CRM connections.

Conhecimentos

Customer-facing

English fluency

SaaS knowledge

Ticket triage

Ferramentas

Okta

Entra ID

MDM

Salesforce

HubSpot

Descrição da oferta de emprego

Ryz Labs seeks a Technical Support Engineer to act as the technical front line between customers and R&D. You will own the triage of issues and ensure pilots go live on schedule, while onboarding new customers and coordinating with IT teams across the US.

You will work with enterprise IT, CRM admins, and end users, handling onboarding, SSO setup, calendar integrations, and desktop app rollouts on Mac and Windows. Strong communication and a structured debugging approach are essential.