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.

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 rapid-paced, customer-driven workplace
 Excellent English, C1 / B2+

Nice-to-have skills:
Application security concepts (static/energetic scanning, vulnerability management, secure SDLC)
Familiarity with security-scanning / AppSec tooling

📌 Support Engineer Tier 2 Toronto (Canada)
🏢 Commit
📍 Canada