Technical Support Engineer
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Job description
Technical Support Engineer
What You’ll Do
Key Responsibilities
Technical Support and Triage
- Own incoming technical issues end to end, from first report to resolution.
- Resolve issues directly with the customer or debug them using internal tools, acting as a filter before R&D to classify whether an issue is user error, a product knowledge gap, or a real bug.
- Coach users through product gaps to prevent recurring questions.
- Confirm bugs with certainty and report them to R&D with clear reproduction steps and context.
Technical Onboarding
- Own the technical onboarding of each new pilot, from kickoff to go-live, hitting committed onboarding deadlines.
- Work with enterprise IT to set up SSO and identity provider access (Okta and other IdPs), ensuring pilot users are properly grouped and assigned.
- Secure approvals for calendar integrations (Google Calendar or Outlook) and manage CRM connections with customer CRM admins.
- Handle desktop app rollouts on Mac and Windows, including installation, OS permissions, and compatibility with customer MDM and VPN setups.
- Lead onboarding meetings with customer IT teams, train them on the platform, and troubleshoot any blockers.
Required Experience and Technical Skills
- Native or near-native English, comfortable leading calls with US customers ranging from end users to enterprise IT.
- Experience in a technical support, support engineering, IT, or implementation role, ideally at a B2B SaaS company selling to enterprises.
- Hands-on IT experience with SSO and identity providers (Okta, Microsoft Entra ID or similar), user/group management, MDM, and VPNs.
- Strong Mac and Windows troubleshooting skills, including desktop app installs, OS-level permissions (mic, screen recording, accessibility), and MDM deployment.
- Experience with CRM administration or integrations (e.g., Salesforce, HubSpot), particularly regarding user permissions and connected apps.
- A structured debugging approach to separate user error from real bugs using logs, reproduction steps, and clear evidence.
- Proven ownership of deadlines and follow-ups across multiple concurrent customer accounts.
Core Competencies
- Strong customer-facing communication skills with the ability to explain technical concepts plainly to non-technical users as well as speak to enterprise IT admins as peers.
- Methodical and structured approach to debugging and problem-solving.
- Proactive ownership and accountability over onboarding deadlines and issue resolution.
- Ability to manage and prioritize multiple customer implementations simultaneously.
Nice to Have
- Experience with Google Workspace or Microsoft 365 admin, especially calendar app approvals and OAuth/admin-consent issues.
- Familiarity with enterprise security, IT review processes, and domain allowlisting.
- Basic scripting or log analysis skills for debugging.
- Prior startup experience.
Originally posted on Himalayas
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