Employer description & source details
3+ years of experience in technical support or a similar customer-facing technical role, preferably within a B2B SaaS environment. Experience supporting enterprise customers and managing complex technical issues through resolution. Hands-on experience with customer administration, access management, and user provisioning. Working knowledge of identity and authentication technologies, including SAML 2.0, OAuth, and OpenID Connect (OIDC) . Experience reviewing authentication or SSO logs and diagnosing access and sign-in failures. Experience troubleshooting Google Workspace and Microsoft 365 , including administrative consoles and integrations. Good technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues. Understanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity. Ability to systematically reproduce technical issues and document reproduction steps, screenshots, logs, browser/device information, and other relevant evidence. Experience escalating issues to Engineering and creating clear, actionable Jira tickets. Hands-on experience with Slack, Zendesk, and Jira , including raising and tracking issues with cross-functional teams. Experience managing and prioritizing support queues against SLAs. Strong logical, analytical, critical-thinking, and problem-solving skills. Excellent attention to detail and ability to analyze technical information and data. Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical audiences. Strong ownership and follow-through, with the ability to drive issues through to resolution. Ability to identify recurring issue patterns