Technical Support Engineer

PlainID is a leader in Identity, Authorization & Security, seeking a passionate Technical Support Engineer to join their Global Services team. The role involves supporting cutting-edge solutions, diagnosing complex technical issues, and collaborating with various teams to enhance customer experience.

Responsibilities:

• Own the customer journey: Take ownership of reported issues from start to finish, prioritizing them and ensuring swift, high-quality resolution
• Become a technical expert: Diagnose, troubleshoot, and reproduce complex technical issues in our cloud-native environment, providing high-quality solutions
• Collaborate across the organization: Work closely with our R&D, Product, and QA teams to escalate and resolve complex cases, acting as a crucial bridge between customers and our internal teams
• Drive knowledge and improvement: Create detailed documentation, knowledge-base articles, and best practices. Your insights will directly influence product enhancements and help us proactively address future challenges
• Provide hands-on support: Assist customers with installations and upgrades, ensuring a smooth and successful experience

Requirements:

• 5+ years of technical support experience with enterprise software and cloud services
• Expertise in troubleshooting: Proven experience in complex environments, with a strong focus on Networking, Linux, SQL databases, and REST APIs
• Cloud-native proficiency: Hands-on experience with containerization (Kubernetes, Docker) and major cloud platforms (AWS, GCP, Azure)
• Excellent communication: Fluent in English (both written and verbal) with the ability to clearly articulate complex technical concepts
• Availability: Willingness to participate in a regular on-call rotation, including occasional weekend or holiday support
• Prior experience in a startup or fast-paced tech environment
• Hands-on scripting experience (e.g., Python, Bash)
• Familiarity with the Identity and Access Management (IAM) domain