External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
About the role
- Technical Support Engineer specializing in resolving technical challenges in Fieldguide's Auditing Platform. Enhancing customer support and troubleshooting for optimal user experience.
Responsibilities
- Take end-to-end ownership of customer support cases, prioritizing effectively and delivering clear, actionable solutions over email and via screen shares.
- Investigate error messages and unexpected behavior, identifying root causes and sharing precise technical fixes that unblock customers.
- Perform configuration and environment tuning to align customer setups with platform best practices and client requirements.
- Build expertise in your SME domains, steadily deepening knowledge of advanced product capabilities.
- Employ technical utilities such as session replay, log review, browser developer tools, and API clients like Postman for deep-dive troubleshooting.
- Partner with Product and Support to create and maintain Knowledge Base content that benefits customers and supports AI enablement.
- Join daily standups to review active tickets, align on priorities, and collaborate on solutions with support teammates.
- Monitor and contribute to internal Slack threads, assisting cross-functional teams on complex issues and sharing insights from your SME areas.
Requirements
- 3+ year of experience in Technical Support, IT, or another technical discipline.
- High emotional intelligence, with strong judgment on customer urgency and a commitment to timely, empathetic, and accurate support.
- Demonstrated critical thinking skills for troubleshooting, diagnosing, and resolving customer-reported technical issues.
- Strong technical aptitude with the ability to rapidly learn complex products and evolving platform features.
- Excellent written and verbal communication, capable of explaining technical concepts to both technical and non-technical audiences.
- Collaborative mindset with experience partnering across Engineering, Product, Customer Success, and other teams.
- Proven multitasking, prioritization, and time management in fast-paced environments.
Benefits
- Competitive compensation packages with meaningful ownership
- Flexible PTO
- 401k
- Wellness benefits, including a bundle of free therapy sessions
- Technology & Work from Home reimbursement
- Flexible work schedules
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