Role Overview
As a Support Engineer specializing in SCIM and SSO, you will be the technical anchor for identity-related integrations across our enterprise customer base. Your expertise will ensure reliable access provisioning and authentication flows, directly impacting customer success and platform stability.
Key Responsibilities
- Act as the main technical contact for customers needing help with SSO and SCIM setup and troubleshooting.
- Diagnose and resolve identity-related issues reported through support channels, including high-severity cases requiring live collaboration.
- Lead escalations involving SSO and SCIM failures, working directly with enterprise IT teams to gather logs, validate configurations, and restore service.
- Investigate discrepancies across customer environments, WorkOS data, and internal systems to pinpoint root causes.
- Conduct real-time debugging sessions during US business hours to resolve urgent access issues.
- Collaborate with the WorkOS team to escalate and track vendor-side resolution when needed.
- Support Customer Success and Support teams with technical context and coordinated messaging.
- Develop and maintain internal troubleshooting guides, escalation protocols, and known issue documentation.
- Identify systemic problems and convert them into actionable feedback for engineering and product teams.
Required Qualifications
- Strong foundational knowledge of identity and access management, including end-to-end SAML flows, SCIM lifecycle operations (create, update, deactivate), user identity models, and common integration pitfalls.
- Proven ability to debug complex, multi-system issues by analyzing logs, tracing API calls, and isolating failures across layers.
- Proficiency with REST APIs and tools like Postman or curl to test and validate integrations independently.
- Understanding of role-based access control and how to map identity provider groups to application roles, including edge cases in enterprise deployments.
- Clear, adaptable communication skills—capable of explaining technical issues to non-technical stakeholders and writing detailed reports for engineers.
- 2–4 years in a technical support, integration, or customer engineering role, preferably in a SaaS environment serving enterprise clients.
- Candidates must be based in Belgrade, Serbia.
Preferred Qualifications
- Direct experience with identity providers such as Okta, Microsoft Entra ID (Azure AD), Google Workspace, or JumpCloud.
- Familiarity with WorkOS or similar identity abstraction platforms.
- Basic scripting skills in Python or Node.js to automate diagnostics or simulate integration behavior.
- Experience in fast-growing environments where process development and execution happen in parallel.
Work Environment
This role is based in Belgrade, Serbia, and requires availability during US business hours (9 AM–5 PM Eastern Time). The position supports a remote-first setup with a stipend for home office needs.
Technical Environment
Key technologies include SAML, SCIM, WorkOS, Okta, Microsoft Entra ID, Google Workspace, JumpCloud, REST APIs, Postman, curl, Python, and Node.js.
