Technical Support Engineer Jobs

About The Position

Requirements

• At least 3 years of experience in a technical support, solutions engineering, or DevOps role focused on IAM, IT, or security.
• Willingness to work East Coast hours.
• Hands-on experience with HTTP APIs, including REST and OAuth, authentication protocols, and connector or integration development.
• Solid knowledge of Docker and Kubernetes, particularly for troubleshooting containerized applications.
• Comfort working with on-premises infrastructure and hybrid cloud deployments.
• Clear, empathetic communication skills, including the ability to explain complex problems and guide customers toward solutions.

Nice To Haves

• Strong familiarity with AWS IAM, policies, roles, identity federation setups, or infrastructure-as-code tools.
• Experience with Microsoft Entra ID/Azure AD and Active Directory administration and integrations.
• Scripting or light development experience, such as Python, Bash, or Go.

Responsibilities

• Develop a deep understanding of the technical aspects of C1.ai products, staying current on features and best practices to guide and support customers.
• Serve as a point of contact for technical support, troubleshoot customer issues, and escalate technical concerns to the appropriate internal teams.
• Aim for a support response time of under one hour and project-manage fixes with internal teams.
• Work collaboratively through complex customer problems rather than solving them in isolation.
• Conduct customer training sessions, including creating and delivering training materials or hands-on workshops for more robust platform features.
• Identify opportunities to automate internal and customer tasks and help implement changes smoothly and efficiently.
• Gather customer feedback about the product, services, and overall experience, and advocate for customer needs and product improvements.
• Use data and analytics to assess customer usage patterns, identify potential issues, and provide insights that help customers maximize solution value.
• Collaborate with internal teams to align on customer needs and resolve issues promptly according to prioritization methods.