Developer Support Engineer- Weekend Support

Job Description

Responsibilities Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion Operational management of Support tickets Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Exceed customer expectations on response quality, timeliness of responses and overall customer experience. Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible. Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices Collaborate with other departments in the company to achieve customer satisfaction Contribute to and maintain repository of product area specific knowledge and promote a culture of team knowledge sharing and collaboration within Support. Requirements 5 years+ of technical support and/or software development OR 3 years+ of solid experience in a business or technical analyst role for medium to large scale business software implementation projects Strong analytical and problem-solving skills Self-starter able to come up to speed on complex, difficult concepts with minimal assistance Ability to quickly context-switch between multiple complex work streams Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues Customer-obsessed attitude a customer advocate, always going the extra mile Team player with solid communication and presentation skills Proactivity identify opportunities and take preemptive action against potential problems Continuous growth permanently look for areas of improvement, make plans on how to improve them, and execute those plans Technical Domain Focus Knowledge of software development fundamentals and common architectures Knowledge of HTTP, encryption, basic security concepts Understanding of authentication and authorization concepts Knowledge of one or more auth protocols/specifications: Oauth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc. Proficient in at least one programming language; ideally JavaScript