Customer Support Engineer, Tier 2

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer, Tier 2 based in India.** This is a senior technical support opportunity focused on resolving complex identity, directory, and integration challenges for enterprise customers. You will serve as a trusted technical partner for high-priority escalations, including situations involving executive, VIP, and C-suite stakeholders. The role requires deep expertise in Windows and Active Directory, combined with a rigorous, evidence-based approach to troubleshooting. You will investigate difficult issues using advanced diagnostic techniques, reproduce problems, and identify root causes rather than relying on temporary workarounds. Beyond Windows and Active Directory, you will have opportunities to expand your expertise across RADIUS, Single Sign-On (SSO), System for Cross-domain Identity Management (SCIM), and emerging AI capabilities. You will collaborate closely with Engineering, Product, Customer Success, Account Management, and Implementation teams to improve both customer outcomes and internal support practices. This remote role is ideal for an experienced support engineer who enjoys solving mission-critical technical problems, mentoring peers, and working in a fast-paced Software-as-a-Service (SaaS) environment. ### Accountabilities - Serve as a senior technical point of contact for executive, VIP, and C-suite customers, providing clear and transparent communication throughout complex escalations and high-pressure incidents. - Manage high-value commercial and enterprise customer relationships by providing advanced technical guidance to senior leaders, engineers, and other stakeholders. - Provide technical support and troubleshooting through email, telephone, chat, and remote web sessions, with a particular focus on complex Windows and Active Directory integration issues. - Manage a queue of high-priority and technically complex support cases, applying evidence-based troubleshooting through log analysis, event logs, XPath queries, network traces, Wireshark, pktmon, memory dumps, and other diagnostic techniques. - Reproduce customer issues in controlled environments through structured testing and variable isolation to validate technical theories and identify permanent solutions. - Conduct thorough preliminary research and capture supporting evidence before escalating issues to peers, escalation teams, or Engineering. - Partner with internal Engineering teams to communicate technically defensible diagnoses and provide high-quality escalations supported by relevant evidence. - Collaborate with Product and Learning teams to improve customer education materials and ensure technical guidance reflects recurring troubleshooting trends and current product behavior. - Maintain deep technical knowledge of the broader platform and its integrations with Windows and Active Directory environments. - Partner with Account Managers, Customer Success Managers, and Implementation Engineers to support successful customer onboarding and transition into ongoing product usage. - Create and maintain internal knowledge base content, including advanced troubleshooting methodologies, diagnostic procedures, and practical technical guides. - Participate in projects designed to improve the customer and support engineer experience by optimizing diagnostic workflows, processes, and internal tooling. - Mentor peers and contribute technical expertise to strengthen the capabilities and knowledge of the wider support engineering organization. - Participate in a rotating on-call schedule, monitoring status updates and responding to customer cases during outages while maintaining clear stakeholder communication throughout the incident lifecycle. ### **Requirements** - Bring 7+ years of experience in a technical, customer-facing Software-as-a-Service (SaaS) environment, including 2–3+ years handling mission-critical technical escalations. - Demonstrate proven experience working with senior leaders, executives, and internal engineering teams, with the ability to translate complex technical root causes into clear business-impact communication for non-technical stakeholders such as CIOs and CISOs. - Possess deep expertise in Windows, including the Registry, PowerShell, Credential Manager, Event Logging, and related troubleshooting techniques. - Demonstrate strong Active Directory expertise, including domain forests, Group Policy Objects (GPOs), user and group management, Azure Active Directory, network architecture, and directory integrations. - Have hands-on experience with advanced diagnostic and troubleshooting tools such as Sysinternals, Wireshark, XPath, event logs, network traces, and memory dumps. - Apply a methodical and systematic troubleshooting approach, with the ability to isolate variables, reproduce edge cases, validate hypotheses, and develop permanent solutions rather than relying on workarounds. - Demonstrate excellent written and verbal English communication skills, as internal collaboration, interviews, and customer-facing work are conducted primarily in English. - Have a strong teaching and mentorship mindset, with the ability to document complex technical workflows and support the development of other engineers. - Demonstrate sound judgment when determining escalation boundaries and managing customer expectations when a direct resolution falls outside the team's scope. - Experience with directory services such as Azure, Google Workspace, Okta, or Lightweight Directory Access Protocol (LDAP) is beneficial. - Experience with Azure Active Directory, Group Policy, user and group management, network architecture, and directory environments is advantageous. - Previous experience with the relevant platform or product ecosystem is beneficial. - Experience using Artificial Intelligence (AI) tools to improve operational processes or customer experiences is advantageous. - Demonstrate experience automating IT services using scripting, PowerShell, Slack, Application Programming Interfaces (APIs), or similar technologies. - Experience supporting Amazon Web Services (AWS) environments is beneficial. - Experience working with Managed Service Providers (MSPs) is advantageous. - Be willing and able to work the scheduled shift from **12:30 PM to 9:30 PM India Standard Time (IST), Monday through Friday**. - Be available for rotating weekend on-call coverage, approximately **2 weekends every 13–17 weeks**. - Be located in India and authorized to work in India. ### **Benefits** - Fully remote working arrangement within India. - Opportunity to work on complex enterprise identity, directory, and SaaS support challenges. - Exposure to technologies including Windows, Active Directory, RADIUS, SSO, SCIM, cloud environments, automation, and AI-powered capabilities. - Opportunity to work directly with senior technical and executive stakeholders on mission-critical customer issues. - Collaboration with Engineering, Product, Customer Success, Account Management, and Implementation teams. - Opportunities to mentor peers and contribute to internal technical knowledge and support practices. - Opportunity to improve diagnostic workflows, tooling, and customer support processes. - Exposure to a global, distributed team operating across multiple countries. - Opportunity to expand technical expertise while working in a fast-paced SaaS environment. - A culture that encourages new ideas, collaboration, continuous learning, and professional growth.