Serve as Tier 2 technical support for a B2B SaaS security product: troubleshoot SSO and identity issues, APIs/webhooks, CI/CD integrations; guide customer setups, triage bugs with R&D, improve observability and docs, and participate in on-call incident handling.
Description
Company secures the AI-driven SDLC from prompt to production, unifying development and cloud context to stop vulnerabilities at the source. As a Tier 1–2 Support Engineer, you are the technical front line for customers — helping them configure, debug, and maintain the product across diverse infrastructure setups.
Responsibilities:
- Act as the primary point of contact for escalated customer issues requiring in-depth technical troubleshooting.
- Diagnose and resolve complex problems involving SSO (SAML, OIDC, SCIM), third-party integrations, API failures, data issues, security scanning, and connectivity.
- Guide customers through initial setup, ensuring smooth rollouts and minimal disruption.
- Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements from field experience.
- Monitor support case queues and ensure timely, high-quality customer communication.
- Improve observability, documentation, and deployment tooling.
- Provide feedback to internal teams on common customer challenges and edge-case configurations.
- Participate in on-call rotation as needed for critical incident handling.
Must-have skills:
- SSO protocol & identity-provider troubleshooting (SAML, OIDC, SCIM)
- Log analysis, error tracing & performance/access troubleshooting
- APIs, webhooks & data transformation/debugging
- 3+ years B2B SaaS technical support / TAM / solutions engineering
- CI/CD integrations, developer tools & code-based configuration
- Communication with technical & non-technical stakeholders
- Managing multiple priorities in a fast-paced, customer-driven environment
- Excellent English, C1 / B2+
Nice-to-have skills:
- Application security concepts (static/dynamic scanning, vulnerability management, secure SDLC)
- Familiarity with security-scanning / AppSec tooling
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With roots dating back to 1642, Montreal is often recognized for its French-inspired architecture and cobblestone streets lined with traditional shops and cafés. But what truly sets the city apart is how it blends its rich tradition with a modern edge, reflected in its evolving skyline and fast-growing tech industry. According to economic promotion agency Montréal International, the city ranks among the top in North America to invest in artificial intelligence, making it le spot idéal for job seekers who want the best of both worlds.
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