West Coast Technical Support Engineer - Identity Security

Silverfort; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Silverfort is seeking a Technical Support Engineer to resolve technical issues and help customers optimally use our product. You will collaborate with R&D, Customer Success, and Sales to improve our product and processes, with a focus on West Coast hours.

The role requires 1+ year in technical customer support, experience with Windows/Linux/AD, and knowledge of authentication protocols. You will work with Zendesk, Jira, Salesforce, and other CRM tools, providing clear English communication.

Qualifications

• 1+ year of technical customer support experience.
• Familiarity with Windows, Linux, and Active Directory.
• Understanding of authentication concepts (Kerberos, LDAP, SAML).
• Experience with ticketing and CRM systems (Zendesk, Jira, Salesforce).
• Strong written and verbal English communication.
• Willingness to work 8-hour US Pacific shifts; travel up to 10%.

Responsibilities

• Own end-to-end technical support cases from initial analysis through resolution, managing prioritization and escalations based on business impact.
• Create and maintain knowledge articles documenting solutions and best practices.
• Meet/exceed SLAs while maintaining accurate case records and utilizing diagnostic tools effectively.
• Collaborate with cross-functional teams to ensure customer success and improve support processes.
• Work both independently and with team members to resolve complex technical issues.
• Work rotating on-call shifts as part of our global support coverage.

Skills

Customer support

Troubleshooting

English communication

On-call rotations

Education

Technical degree

Tools

Zendesk

Jira

Salesforce

Job description

Silverfort is seeking a Technical Support Engineer to resolve technical issues and help customers optimally use our product. You will collaborate with R&D, Customer Success, and Sales to improve our product and processes, with a focus on West Coast hours.

The role requires 1+ year in technical customer support, experience with Windows/Linux/AD, and knowledge of authentication protocols. You will work with Zendesk, Jira, Salesforce, and other CRM tools, providing clear English communication.