Technical Support Engineer, IAM & SaaS

Garuda Ventures; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

ConductorOne, Inc. is expanding its Customer Success Org and seeking a technically proficient professional with a SaaS background to manage the support queue, lead complex issue resolutions, and engage with customers on calls to drive solutions.

The role emphasizes hands-on API experience, Docker/Kubernetes troubleshooting, and on-prem or hybrid cloud deployments, with a strong focus on customer success and rapid response times.

Qualifications

• 3+ years in a technical support, solutions engineering, or DevOps role with a focus on IAM, IT, Security space.
• Open to working the East Coast hours.
• Hands-on experience with HTTP APIs (REST, OAuth), authentication protocols, and connector/integration development.
• Solid knowledge of Docker and Kubernetes, especially for troubleshooting containerized applications.
• Comfort working with on-prem infrastructure/hybrid cloud deployments.
• Clear, empathetic communicator with a knack for distilling complex problems and guiding customers to solutions.

Responsibilities

• Product Knowledge: Develop a deep understanding of the technical side of our products to provide guidance and support to customers.
• Technical Support: Act as a point of contact for technical support, helping customers troubleshoot issues, and escalating technical concerns to the right internal team.
• Problem Solving: Thrive on solving daily complex problems and collaborate with teammates to resolve issues.
• Customer Training: Conduct training sessions for customers to ensure they understand how to use the platform effectively.
• Improving Process: Help the team automate internal and external customer tasks and smooth change management.
• Feedback Collection: Gather customer feedback to inform product improvements and advocate for customer needs.
• Data Analysis: Use data to assess customer usage patterns and provide insights to maximize value.

Skills

Technical support

Solutions engineering

DevOps

IAM

IT security

Customer communication

Tools

Docker

Kubernetes

REST APIs

OAuth

Azure AD

Job description

ConductorOne, Inc. is expanding its Customer Success Org and seeking a technically proficient professional with a SaaS background to manage the support queue, lead complex issue resolutions, and engage with customers on calls to drive solutions.

The role emphasizes hands-on API experience, Docker/Kubernetes troubleshooting, and on-prem or hybrid cloud deployments, with a strong focus on customer success and rapid response times.