Company secures the AI-driven SDLC from prompt to production, unifying development and cloud context to stop vulnerabilities at the source. As a Tier 1–2 Support Engineer, you are the technical front line for customers — helping them configure, debug, and maintain the product across diverse infrastructure setups.

Responsibilities

Act as the primary point of contact for escalated customer issues requiring in-depth technical troubleshooting.

Diagnose and resolve complex problems involving SSO (SAML, OIDC, SCIM), third‑party integrations, API failures, data issues, security scanning, and connectivity.

Guide customers through initial setup, ensuring smooth rollouts and minimal disruption.

Work closely with R&D; to triage bugs, log reproducible cases, and suggest improvements from field experience.

Monitor support case queues and ensure timely, high‑quality customer communication.

Improve observability, documentation, and deployment tooling.





Provide feedback to internal teams on common customer challenges and edge‑case configurations.

Participate in on‑call rotation as needed for critical incident handling.

Requirements
Must‑have skills

SSO protocol & identity‑provider troubleshooting (SAML, OIDC, SCIM)

Log analysis, error tracing & performance/access troubleshooting

APIs, webhooks & data transformation/debugging

3+ years B2B SaaS technical support / TAM / solutions engineering

CI/CD integrations, developer tools & code‑based configuration

Communication with technical & non‑technical stakeholders

Managing multiple priorities in a quick‑paced, customer‑driven setting

Excellent English, C1 / B2+

Nice‑to‑have skills

Application security concepts (static/agile scanning, vulnerability management, secure SDLC)

Familiarity with security‑scanning / AppSec tooling
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📌 Support Engineer Tier 2 Ontario (Canada)
🏢 Commit
📍 Canada