Forward Deployed Support Engineer

Living Security; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Supportive engineering partnership

Job summary

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.

Responsibilities

• 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.

Skills

Technical support

Customer communication

SSO/OIDC troubleshooting

API debugging

AI-assisted problem solving

Tools

Microsoft Entra ID

Okta

Job description

Living Security | Austin, Texas | Hybrid

Reports to VP of Engineering.

Living Security | Austin, Texas | Hybrid

Reports to VP of Engineering.

About the role

We're hiring a highly autonomous, AI-native technical support professional to get enterprise customers unstuck on the Living Security platform. Customer-facing support is the job. You'll know your customers and their environments, join their troubleshooting calls, quickly identify what is failing, and make or guide the fix in real time whenever it's safe and practical. You'll own the issue until the customer can show that their workflow works.

A provisioned user cannot sign in. A connected integration produces no usable data. You'll work directly with the customer's identity and security administrators to find the failing boundary and restore the workflow. You own the next step, using agents and direct Engineering partnership to move quickly rather than waiting for a routine handoff.

You'll become a trusted technical partner for enterprise administrators, owning difficult escalations through resolution. Small integrations, data transfers, and scripts are part of solving customer problems. Product feature development, account planning, renewals, and sales are outside this role's remit.

Responsibilities

• Lead live customer troubleshooting. Establish impact, gather evidence, test the next useful hypothesis, and resolve access, configuration, integration, and platform issues. Work comfortably with demanding enterprise customers and explain uncertainty without guessing or offering false reassurance.
• Investigate across systems. Diagnose SSO and provisioning, API authentication, scopes and consent, data feeds and mappings, and email or Teams delivery. Distinguish customer configuration, vendor behavior, and platform defects.
• Verify the customer's result. Use logs, API responses, SQL, and relevant code to trace what a source sent through what Living Security received, processed, and displayed. Verify actual sign-in, usable data, or the intended action before closing the case.
• Apply practical fixes. Configure supported integrations, validate mappings and reconcile imports, restore reliable syncs with customer administrators, and adapt or build small scripts and API workflows with AI assistance. Test your work and follow approved access, review, and rollback procedures.
• Use AI agents throughout the day. Work with tools such as Claude Code to investigate logs and code, develop and test scripts, and improve documentation and diagnostics. Verify the evidence and protect customer data throughout.
• Eliminate recurring problems and manual workarounds. Build durable support-side fixes, diagnostics, and automation. Bring product-level problems to Engineering with reproducible evidence and a proposed remedy, then verify the lasting fix. After significant incidents, turn what you learned into better tooling, workflows, runbooks, and customer guidance. Check whether customers recover faster and the same failures or manual steps stop returning.
• Own the customer conversation. Support customers across email, Slack, the Pylon service desk, phone, and meetings. Keep context, case records, and updates consistent as the conversation moves between channels. Bring Engineering or a vendor in promptly when needed, give them a useful investigation, and remain accountable for customer updates and recovery.

Qualifications

• At least three years in technical support, customer engineering, forward-deployed work, implementation, or a related enterprise-software role, with difficult customer problems you personally diagnosed and helped resolve.
• Confidence leading technical customer calls when the answer isn't known yet. You can reason with the customer in real time, earn trust through clear communication, and retain context about their environment across cases.
• Hands-on enterprise identity and integration troubleshooting. You understand SAML or OIDC, SCIM, HTTP APIs, permissions, pagination, rate limits, and structured data, and you've seen these fail in production.
• Familiarity with enterprise security environments. Relevant systems include Microsoft Entra ID, Microsoft 365, Defender, SailPoint, Okta, Proofpoint, Splunk, or comparable tools. You can discuss workflows, data, and configuration with the customer's own administrators. Depth in relevant systems matters more than knowing every vendor.
• The ability to read logs, write useful SQL, inspect API payloads, follow unfamiliar code, and adapt and test a small script. You can use AI to help and independently check whether its explanation or output is correct.
• A heavily AI-native working style. Agents are central to how you investigate, solve problems, test, and document. You can show what you delegated, what you checked, and how you verified a safe, correct result.
• Strong process and systems thinking. You want to improve how the work gets done. You have examples of removing recurring issues or manual steps through a better process, diagnostic, automation, or a lasting engineering fix.
• High agency in a startup. You identify the next useful action, work through ambiguity, and improve what is missing without waiting to be assigned every step. You combine that initiative with sound judgment around customer data, production changes, and when to seek help.

Experience supporting an enterprise security vendor such as Splunk is especially relevant. Microsoft Graph or PowerShell, email authentication and deliverability, and phishing simulation experience are useful additions. You can learn Pylon and our internal tools on the job. We value practical scripting with AI assistance; deep standalone software development expertise is not the hiring bar.

Location and working expectations

You must be based in Austin, Texas. This is a hybrid role with time in the office, reporting to the VP of Engineering. Occasional travel may be required.

You'll work on a small, fast-moving team supporting demanding enterprise customers around the world. Priorities change quickly, and customer needs or incidents may require work outside typical business hours. On-call is part of the role; we'll discuss coverage expectations during the hiring process.

This role probably isn't a fit if

• You don't enjoy highly customer-facing work or owning the customer's recovery.
• You want product feature development to be your main job.
• You need fully defined tasks and frequent direction to make progress.
• You prefer handing off difficult issues instead of troubleshooting live with customers and staying involved through resolution.
• You haven't used current frontier AI tools hands-on for real work, beyond casual chat or interest.
• You'd be learning enterprise tooling and integration troubleshooting from scratch.
• You need fixed hours, with no flexibility for occasional work outside normal business hours.