Description
We are looking for a performance-driven Sr. Federal Technical Support Engineer to join our team. As a Senior Federal Technical Support Engineer, you will be part of a frontline team supporting the identity infrastructure of the U.S. Federal Government. You will manage customer issues from initial contact through troubleshooting and root cause identification to final resolution. You will act as a bridge between the customer and the company, ensuring a deep understanding of business impacts and driving timely problem resolution. You will consistently meet or exceed KPIs related to response quality, timeliness, and the overall customer experience. You will serve as the primary point of contact for internal and external stakeholders to ensure issues are resolved as expediently as possible. You will partner with the Engineering team to collect detailed information and document bugs for product issues impacting the customer base.
In this role, you will have a deep specialization in Identity and Access Management (IAM) and FedRAMP High/Moderate environments. You will have hands-on experience supporting IAM solutions, including deep familiarity with protocols such as SAML, SSO, LDAP, and WS-Federation. You will have advanced knowledge of Active Directory, Entra ID (Azure AD), and Okta. You will be an expert in troubleshooting synchronization errors, managing complex group membership logic, and overseeing cross-platform identity lifecycle management. You will have experience supporting major SaaS applications, including Office 365, Google Workspace, Salesforce, and Workday. You will have proven ability to isolate and resolve network-layer impediments. You will be skilled in leveraging diagnostic utilities such as Wireshark, Fiddler, and DNS lookup tools to identify root causes. You will have excellent relationship management skills with the ability to remain calm, composed, and articulate during high-pressure customer situations. You will be a quick study with the ability to master new technologies rapidly in a fast-paced environment. You will have strong analytical and organizational skills; comfortable working both as a collaborative teammate and an independent contributor with minimal supervision. You will have a genuine passion for solving complex problems and advocating for customer success.