Senior Customer Support Engineer

The Senior Customer Support Engineer serves as Tier 3 technical product support for SheerID’s B2B customers and as the primary liaison between SheerID’s customers, customer-facing Product Support team, and internal teams for driving escalations and improvements.

This position is responsible for assisting SheerID’s customers by answering product inquiries, troubleshooting technical issues, facilitating change requests, and engaging in deep-dive diagnostics and analysis as necessary related to SheerID’s products and customer programs. They contribute to public-facing documentation and guides in SheerID’s knowledge base, as well as internal documentation of troubleshooting and best practices.

This position requires a focused, detail-oriented individual who is equally comfortable resolving technical issues and providing an excellent customer experience. This position interacts with SheerID’s customers and partners via multiple communication channels and must be able to work effectively in a high-volume, fast-paced environment while maintaining a professional demeanor rooted in empathy, active listening, and critical thinking. This position will also interact regularly with key internal stakeholders to drive technical fixes and improvements and should be comfortable identifying, prioritizing, and advocating for change with data-based analysis.

Role Specific Job Duties:

• Serve as primary liaison between SheerID’s B2B customers, customer-facing Product Support team, and internal teams such as Product, Engineering, and Professional Services
• Accountable for driving escalated issues and bugs to timely resolution through partnership with internal and external teams
• Proactively identify and drive improvements for both the customer experience and internal efficiency
• Regularly report on key data findings to internal and external stakeholders of varying technical aptitude
• Prepare data and ticket reports for customer-facing meetings
• Provide advanced, in-depth technical product support to SheerID’s clients and their customers that is accurate, timely, and clearly communicated
• Interact with customers directly via Zendesk ticketing system, email, video calls, and other modes as needed
• Meet defined SLOs for ticket response and resolution times
• Ensure complete resolution of issues directly or via available escalation paths
• Develop public-facing content for SheerID’s knowledge base
• Develop and maintain internal documentation for troubleshooting, tools, and processes
• Maintain advanced functional knowledge of SheerID’s products and offerings
• Maintain advanced functional knowledge of internal systems, tools, and processes
• Serve as dedicated Support Liaison for high-profile projects and clients as assigned
• Mentoring and onboarding of new hires and more junior Product Support team members
• Be available for rotating on-call duties via PagerDuty outside of regular business hours
• Special projects and other duties as assigned

Required Skills / Experience:

• Bachelor’s degree from an accredited university (or equivalent work experience)
• Demonstrated history as advocate for customers’ experience
• Strong sense of ownership and accountability
• Advanced technical troubleshooting capabilities
• Advanced data analysis and diagnostic skills
• Strong understanding of SLOs, SLIs, and SLAs
• Thrives in fast-paced, agile, and sometimes ambiguous environments
• Adept within MacOS and Google Workspace environments
• Excellent oral and written communication skills
• Strong ability to bridge communication between technical and non-technical customers and stakeholders
• Reliable attendance with evening, weekend, and holiday availability

Required Tools & Experience:

• Minimum 3 years customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)
• Minimum 3 years experience with the following tools (or near equivalents):
• • Analytics Reporting (e.g., Looker, BigQuery)
  • Data Logging & Observability (e.g., New Relic, Grafana)
  • Customer Facing Ticket Management (e.g., Zendesk)
  • Ticket Management (e.g.,  JIRA)
• Minimum 3 years experience with the following:
• • REST API (including Authentication Bearer tokens/OAuth, Webhooks, and API specification literacy)
  • HTML/CSS
  • TypeScript
  • React
  • SQL
• Minimum 2 years technical writing experience (preferably public-facing documentation or guides)
• Configuring and troubleshooting SSO integrations
• Completing customer facing Root Cause Analyses (RCAs) for problem incidents
  

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Please be aware that any communication related to this job posting will only come from email addresses ending in @sheerid.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent.

To ensure your safety, please note that we will never:

• Provide screening questions via email
• Extend a job offer without a formal interview process
• Request any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution.