IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Technical Support Engineer resolving technical issues for HackerRank's enterprise SaaS platform. Driving prioritization with engineering and providing customer-focused solutions.
Responsibilities
- Troubleshoot and resolve issues across the HackerRank platform, including high-severity, business-critical customer incidents requiring rapid diagnosis and coordinated response, across web applications, APIs, ATS integrations, and developer tools.
- Drive root-cause analysis with engineering, escalate appropriately, and advocate for customer-impacting fixes in a timely manner.
- Guide customers through SSO (SAML/OIDC) and SCIM integration setup with Okta and other IdPs. standards, such as SAML and SCIM.
- Act as the customer’s primary technical partner, guiding them toward the safest and most effective technical solution, not just the requested fix.
- Contribute to post-incident learnings, documentation, or tooling improvements to reduce repeat issues.
Requirements
- 4+ years of experience in a customer-facing technical support engineering or product support engineering role for an enterprise SaaS platform, with demonstrated ownership of complex enterprise escalations.
- Skilled with SQL, REST APIs, and tools like Postman, Insomnia, or cURL.
- Comfortable debugging production systems using logs, traces, and live data while minimizing customer impact.
- Can build scripts and tools that accelerate and standardize troubleshooting.
- Basic coding skills; can use Python or Ruby for automation or simple data validation.
- Comfortable using IDEs such as VS Code, IntelliJ, or PyCharm for testing and debugging.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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