Technical Customer Engineer – Technical Support, Escalation Engineering

🕒 Março 18

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Nametag

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2020

🔒 Cibersegurança

☁️ SaaS

🏢 Corporativo

💰 Series unknown em 2021-02

Cybersecurity • SaaS • Enterprise

A Nametag é uma empresa de verificação de identidade voltada para a força de trabalho, oferecendo uma plataforma SaaS que previne a personificação por deepfakes e protege processos de recuperação de contas, integração e suporte técnico. Seu mecanismo Deepfake Defense™ combina criptografia, biometria e técnicas resistentes à IA para verificar humanos em diversos canais, integrando-se a sistemas empresariais de IAM e ITSM, além de permitir MFA de autoatendimento e redefinição de senhas para reduzir violações e custos de suporte de TI.

Descrição

• Act as the first technical responder for escalated customer issues, particularly those blocking integrations or deployments. • Debug in the wild - inspecting API payloads, webhook logs, OAuth exchanges, and race conditions that surface only under real-world load. • Provide interim solutions such as code snippets, pull requests, documentation updates, or configuration guidance. • Bridge the gap between customer and engineering: reproduce issues, isolate root causes, and ensure fixes are fully validated before release. • Gather structured context and relay actionable insights to engineering for long-term fixes. • Recommend integration best practices across authentication flows, REST APIs, and IAM platforms. • Improve internal support tooling, documentation, and runbooks based on recurring patterns. • Surface common pain points and influence product priorities.

🎯 Requisitos

• 2–5 years in technical support engineering, solutions engineering, DevOps, SRE, or adjacent engineering roles. • Client facing experience - ability to communicate clearly and empathetically with both technical and non-technical stakeholders. • Strong debugging skills across APIs, backend integrations, or authentication workflows. • Comfort writing lightweight scripts or tools to diagnose and unblock issues. • Familiarity with IAM platforms such as Okta, Microsoft Entra, Duo, or similar.

🏖️ Benefícios

• Competitive salary: $120,000 - $160,000 • Potential equity in a high-growth company • Comprehensive health benefits (medical, dental, vision) • Flexible time off policies • 401(k) program with employer matching • Remote-first culture with opportunities for in-person collaboration during quarterly team off-sites