The
Technical Support Engineer provides consistent, world-class product support for Linx Security products.
Key Responsibilities:
- Provide technical assistance and support to Enterprise customers by diagnosing issues, identifying root causes, and delivering effective, prioritized solutions.
- Lead communication during internal incidents, service issues, and critical escalations, providing timely updates and collaborating with R&D and Product Management to drive swift resolution of complex issues.
- Interface with customers via modern communication platforms (e.g., Zoom, Google Meet, and other digital channels) regarding system configurations, 3rd-party integrations, product functionality, software defects, and enhancements.
- Contribute to the Linx Security knowledge base by creating, reviewing, editing, and publishing articles and internal/external training materials.
Collaborate with R&D and Product Management to deliver smooth product rollouts, ensuring documentation is complete and support teams are trained and ready.
Requirements:
Qualifications
You thrive on solving complex problems, communicate clearly, and work confidently with R&D and Product Management to diagnose and resolve challenging product issues.
Experience
- 3–4+ years of technical support experience within cybersecurity, SaaS, identity, or enterprise software environments
- 2+ years troubleshooting software integrations, third-party relationships, API-driven workflows, and cross-system configurations
- 2+ years analyzing logs, diagnostic data, and system behaviors to support escalations and root-cause identification
Core Skills
- Strong understanding of IAM fundamentals, including identity lifecycle, authentication/authorization flows, and integration patterns (SSO, SCIM, OAuth/OIDC, directory sync, etc.)
- Ability to support enterprise customers through modern communication channels (Zoom, Google Meet, Slack, etc.)
- Experience collaborating with R&D and Product Management to investigate defects, clarify expected behavior, and validate solutions
- Ability to deliver clear, structured communication during escalations or incident-related customer interactions
- Strong documentation skills, including contributing to knowledge base articles, training materials, and internal process guides
US
