Technical Support Engineer - IAM & SaaS, Customer-Facing

Matcha; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

ConductorOne, Inc. is seeking a customer-focused technical support specialist to join our expanding team. You will handle the support queue, guide customers through complex issues, and coordinate with internal teams to deliver timely resolutions.

The role requires experience with IAM, API authentication, and containerized apps, plus a willingness to work East Coast hours. You will train customers on platform capabilities and help automate manual tasks.

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
• Bonus if you have familiarity with AWS IAM policies/roles or Azure AD integrations
• Scripting or light development experience (Python, Bash, Go)

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 coordinate fixes with internal teams; quick turnaround on response (<1 hour) is a goal.
• Problem Solving: Thrive on daily complex problems and collaborate with the team to resolve them.
• Customer Training: Conduct training sessions and develop materials or workshops for customers.
• Improving Process: Identify opportunities to automate tasks and drive smooth change management.
• Feedback Collection: Gather customer feedback to inform product improvements and advocate for customers.
• Data Analysis: Use data to assess usage patterns and provide insights to maximize value.
• Cross-functional Collaboration: Align with internal teams to resolve issues quickly.

Skills

IAM, IT & Security

REST APIs

Hybrid cloud

Effective communicator

Tools

Docker

Kubernetes

Job description

ConductorOne, Inc. is seeking a customer-focused technical support specialist to join our expanding team. You will handle the support queue, guide customers through complex issues, and coordinate with internal teams to deliver timely resolutions.

The role requires experience with IAM, API authentication, and containerized apps, plus a willingness to work East Coast hours. You will train customers on platform capabilities and help automate manual tasks.