Technical Support Engineer (Hybrid, U.S. — Denver, CO Metro)

FusionAuth•Denver, CO

8d•$80,000 - $100,000•Hybrid

About The Position

FusionAuth is a fast-growing startup and leading provider of customer identity and access management (CIAM) software headquartered in Denver, Colorado. Our mission is to make authentication and authorization simple and secure for every developer. Our product helps businesses securely manage customer identities and access, ensuring a seamless and safe user experience for some of the largest brands in the world. We are committed to delivering exceptional value and satisfaction to our clients through top-notch service and support. With a great team and strong investors, we are expanding our team to help accelerate our growth and take FusionAuth to the next level. We are recruiting a Technical Support Engineer who will join our engineering team and help us deliver excellent software support to our growing number of clients. In this role, you will understand our customers’ needs and help guide them through the issues they are having. For this role, you must be a creative and quantitative thinker, and be able to quickly grasp complex, technical subjects. Our users are generally developers, and their support questions tend to be sophisticated. A successful candidate will often be able to respond to a customer’s questions by independently reading through code to find an answer, or stand up a test integration with a 3rd party system to try and reproduce an issue. CIAM can get complicated, and this role often feels more like solutions engineering than it does support.

Requirements

4+ years in technical support and/or software engineering roles
Outstanding ability to help customers work through issues, and to understand complicated topics and solutions
Understand and can execute RESTful API calls
Able to quickly grasp and explain complex technical subjects
Excellent technical communication skills
Can multitask effectively across many customer conversations
Experience reviewing and interpreting code
Experience working with developers as customers

Nice To Haves

Java experience is a plus
IAM or CIAM experience is a big plus

Responsibilities

Provide technical support to customers integrating FusionAuth into their applications, troubleshooting authentication, authorization, and identity workflows
Triage, reproduce, and document customer-reported issues; create detailed bug tickets for engineering handoff
Guide customers through complex CIAM configurations, including SSO setup, MFA implementation, and custom token handling
Conduct root cause analysis on integration failures by reviewing customer code snippets, logs, and API traces
Maintain and contribute to FusionAuth’s technical documentation, knowledge base articles, and troubleshooting guides based on real-world cases
Collaborate in customer kickoff and optimization sessions to proactively identify support needs
Participate in rotating on-call duties to handle production incidents, minimize downtime, and communicate resolutions

Benefits

Newly upgraded amenity spaces including a sleek tenant lounge and café with booth seating and collaborative workspaces.
Access to a fitness studio, showers, lockers, and secure bike storage.
Regularly stocked in-suite kitchen with a variety of snacks and beverages to keep you fueled throughout the day.
Onsite café offering chef-driven menus with fresh, locally sourced, organic, and non-GMO options to suit diverse dietary needs. Easy ordering via app.
3-acres of green space, including communal parks and picnic areas, connected to miles of jogging, biking, and recreation trails.
Yoga in the circle and wellness programs to enhance work-life balance.
Dedicated outdoor workspaces and patio gathering areas.
Ample on-site parking, easy freeway access, and high-speed fiber internet.
Sustainability-minded campus and community initiatives, including support for regenerative agriculture programs.

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