Elite Talent Recruiting
Posted 47 days agoVerified live 18h ago
Technical Support Engineer
Brief overview
Remote
2+ yrsMinimum
Cloud Platforms AWSCloud Platforms GCPCloud PlatformsCloud Platforms AzureKubernetesDockerREST APIsHTTPJSONWebhooksAuthentication and AuthorizationOAuthOIDCSAMLRBACIAMLog Analysis
About the company
Elite Talent Recruitingelitetalentrecruiting.io
The right team isn’t a cost… it’s your biggest growth lever. We help companies hire talent that drives revenue, wins more deals, and scales faster.
Job description
Summary
Our client is a rapidly scaling security company that helps organizations securely manage access to cloud infrastructure and applications. The Technical Support Engineer will own customer issues from investigation through resolution or escalation, troubleshoot integrations and access flows, reproduce complex infrastructure problems, and provide clear technical context to Engineering while supporting enterprise customers.
Responsibilities
- Own technical customer issues from initial investigation through resolution or escalation
- Troubleshoot platform integrations, access flows, and configuration issues across customer environments
- Investigate issues involving APIs, authentication and authorization, cloud infrastructure, Kubernetes, databases, networking, and identity providers
- Analyze application and infrastructure logs to identify root causes and distinguish configuration issues from product defects
- Replicate customer-reported issues and provide Engineering with clear reproduction steps, logs, evidence, impact, and technical context
- Work directly with customers through tickets, Slack, and other support channels to diagnose and resolve technical problems
- Identify recurring customer issues and translate them into documentation, product improvements, tooling, or process improvements
- Provide technical feedback to Product and Engineering based on patterns observed across customer environments
- Participate in incident response and customer communication when production-impacting issues occurs
Skills
- 2–5+ years of experience in Technical Support Engineering, Production Engineering, DevOps, SRE, Solutions Engineering, or similar technical customer-facing role
- Proven troubleshooting and problem-solving skills across complex distributed systems
- Hands-on experience with at least one major cloud platform: AWS, GCP, or Azure
- Working knowledge of Kubernetes and Docker
- Good understanding of REST APIs, HTTP, JSON, webhooks, and API-based integrations
- Familiarity with authentication and authorization concepts such as OAuth, OIDC, SAML, RBAC, IAM, service accounts, and permissions
- Ability to read and analyze logs, traces, configuration files, and API responses
- Familiarity with relational databases such as PostgreSQL or MySQL
- Basic scripting ability in Python, Bash, Go, or another language for troubleshooting and automation
- Excellent written and verbal communication skills
- Strong ownership mentality. You stay with an issue until the customer has a clear path forward
- Ability to operate independently on customer issues with minimal oversight after onboarding
- Comfort troubleshooting unfamiliar systems and learning on the job
- NYC (hybrid 2x in office) OR Remote offered for East Coast
- Experience with Identity and Access Management, Privileged Access Management, or cloud security
- Experience with AWS IAM, Azure Entra ID, GCP IAM, Okta, Auth0, or similar identity platforms
- Understanding of Kubernetes RBAC and cloud-native authorization models
- Experience troubleshooting SaaS integrations and enterprise customer environments
- Familiarity with infrastructure-as-code tools such as Terraform
- Ability to read application code in Go or Kotlin/Java
- Previous experience supporting a cybersecurity or infrastructure product
- Background in software engineering or SRE roles (demonstrates troubleshooting depth)
Qualifications
Must Haves
- 2–5+ years of experience in Technical Support Engineering, Production Engineering, DevOps, SRE, Solutions Engineering, or similar technical customer-facing role
- Proven troubleshooting and problem-solving skills across complex distributed systems
- Hands-on experience with at least one major cloud platform: AWS, GCP, or Azure
- Working knowledge of Kubernetes and Docker
- Good understanding of REST APIs, HTTP, JSON, webhooks, and API-based integrations
- Familiarity with authentication and authorization concepts such as OAuth, OIDC, SAML, RBAC, IAM, service accounts, and permissions
- Ability to read and analyze logs, traces, configuration files, and API responses
- Familiarity with relational databases such as PostgreSQL or MySQL
- Basic scripting ability in Python, Bash, Go, or another language for troubleshooting and automation
- Excellent written and verbal communication skills
- Strong ownership mentality. You stay with an issue until the customer has a clear path forward
- Ability to operate independently on customer issues with minimal oversight after onboarding
- Comfort troubleshooting unfamiliar systems and learning on the job
- NYC (hybrid 2x in office) OR Remote offered for East Coast
Nice to Haves
- Experience with Identity and Access Management, Privileged Access Management, or cloud security
- Experience with AWS IAM, Azure Entra ID, GCP IAM, Okta, Auth0, or similar identity platforms
- Understanding of Kubernetes RBAC and cloud-native authorization models
- Experience troubleshooting SaaS integrations and enterprise customer environments
- Familiarity with infrastructure-as-code tools such as Terraform
- Ability to read application code in Go or Kotlin/Java
- Previous experience supporting a cybersecurity or infrastructure product
- Background in software engineering or SRE roles (demonstrates troubleshooting depth)
Benefits
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
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