Customer Support Engineer, Tier 2

Accountabilities • Serve as a senior technical point of contact for executive, VIP, and C-suite customers, providing clear and transparent communication throughout complex escalations and high-pressure incidents.

• Manage high-value commercial and enterprise customer relationships by providing advanced technical guidance to senior leaders, engineers, and other stakeholders.

• Provide technical support and troubleshooting through email, telephone, chat, and remote web sessions, with a particular focus on complex Windows and Active Directory integration issues.

• Manage a queue of high-priority and technically complex support cases, applying evidence-based troubleshooting through log analysis, event logs, XPath queries, network traces, Wireshark, pktmon, memory dumps, and other diagnostic techniques.

• Reproduce customer issues in controlled environments through structured testing and variable isolation to validate technical theories and identify permanent solutions.

• Conduct thorough preliminary research and capture supporting evidence before escalating issues to peers, escalation teams, or Engineering.

• Partner with internal Engineering teams to communicate technically defensible diagnoses and provide high-quality escalations supported by relevant evidence.

• Collaborate with Product and Learning teams to improve customer education materials and ensure technical guidance reflects recurring troubleshooting trends and current product behavior.

• Maintain deep technical knowledge of the broader platform and its integrations with Windows and Active Directory environments.

• Partner with Account Managers, Customer Success Managers, and Implementation Engineers to support successful customer onboarding and transition into ongoing product usage.

• Create and maintain internal knowledge base content, including advanced troubleshooting methodologies, diagnostic procedures, and practical technical guides.

• Participate in projects designed to improve the customer and support engineer experience by optimizing diagnostic workflows, processes, and internal tooling.

• Mentor peers and contribute technical expertise to strengthen the capabilities and knowledge of the wider support engineering organization.

• Participate in a rotating on-call schedule, monitoring status updates and responding to customer cases during outages while maintaining clear stakeholder communication throughout the incident lifecycle.

Requirements

• Bring 7+ years of experience in a technical, customer-facing Software-as-a-Service (SaaS) environment, including 2–3+ years handling mission-critical technical escalations.

• Demonstrate proven experience working with senior leaders, executives, and internal engineering teams, with the ability to translate complex technical root causes into clear business-impact communication for non-technical stakeholders such as CIOs and CISOs.

• Possess deep expertise in Windows, including the Registry, PowerShell, Credential Manager, Event Logging, and related troubleshooting techniques.

• Demonstrate strong Active Directory expertise, including domain forests, Group Policy Objects (GPOs), user and group management, Azure Active Directory, network architecture, and directory integrations.

• Have hands-on experience with advanced diagnostic and troubleshooting tools such as Sysinternals, Wireshark, XPath, event logs, network traces, and memory dumps.

• Apply a methodical and systematic troubleshooting approach, with the ability to isolate variables, reproduce edge cases, validate hypotheses, and develop permanent solutions rather than relying on workarounds.

• Demonstrate excellent written and verbal English communication skills, as internal collaboration, interviews, and customer-facing work are conducted primarily in English.

• Have a strong teaching and mentorship mindset, with the ability to document complex technical workflows and support the development of other engineers.

• Demonstrate sound judgment when determining escalation boundaries and managing customer expectations when a direct resolution falls outside the team's scope.

• Experience with directory services such as Azure, Google Workspace, Okta, or Lightweight Directory Access Protocol (LDAP) is beneficial.

• Experience with Azure Active Directory, Group Policy, user and group management, network architecture, and directory environments is advantageous.

• Previous experience with the relevant platform or product ecosystem is beneficial.

• Experience using Artificial Intelligence (AI) tools to improve operational processes or customer experiences is advantageous.

• Demonstrate experience automating IT services using scripting, PowerShell, Slack, Application Programming Interfaces (APIs), or similar technologies.

• Experience supporting Amazon Web Services (AWS) environments is beneficial.

• Experience working with Managed Service Providers (MSPs) is advantageous.

• Be willing and able to work the scheduled shift from 12:30 PM to 9:30 PM India Standard Time (IST), Monday through Friday .

• Be available for rotating weekend on-call coverage, approximately 2 weekends every 13–17 weeks .

• Be located in India and authorized to work in India.

Benefits

• Fully remote working arrangement within India.

• Opportunity to work on complex enterprise identity, directory, and SaaS support challenges.

• Exposure to technologies including Windows, Active Directory, RADIUS, SSO, SCIM, cloud environments, automation, and AI-powered capabilities.

• Opportunity to work directly with senior technical and executive stakeholders on mission-critical customer issues.

• Collaboration with Engineering, Product, Customer Success, Account Management, and Implementation teams.

• Opportunities to mentor peers and contribute to internal technical knowledge and support practices.

• Opportunity to improve diagnostic workflows, tooling, and customer support processes.

• Exposure to a global, distributed team operating across multiple countries.

• Opportunity to expand technical expertise while working in a fast-paced SaaS environment.

• A culture that encourages new ideas, collaboration, continuous learning, and professional growth.

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