Duties: Overview: Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex computer systems, software, integrations, or networked/wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning applications and software. Troubleshoots and diagnoses design, reliability, and maintenance problems or bugs to platform engineering/software engineering. What you will do in this role: Be a Customer Advocate providing support to users/administrators of our platform Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or answer technical questions about the Companys software and platform. Gain an understanding of the Companys platform and all core functionalities. Analyze data to isolate the potential cause of issues. Involve others to accomplish personal and group goals. Skills: What you will need to be successful in this role: Troubleshooting or configuration knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g., Azure AD, Okta, SAML, SiteMinder) Understanding of email troubleshooting (e.g., Office 365, Exchange) Knowledge of Web Services (SOAP, REST) Experience with data extraction technologies (e.g., JDBC, ODBC) Hands-on experience exporting/importing data between systems Working knowledge of network troubleshooting (e.g., Ping, Telnet) Experience with bi-directional system integrations Some experience with scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell Experience with relational databases (e.g., MySQL, Oracle) Experience reading various log files, including tools like Splunk Hiring Manager Notes: Integrations get a mix of issue types centered around: Email configuration and maintenance (not just Outlook app) SSO/Authentication (candidate should understand configuration and internal workings, not just user/permission assignment) Web services Scripting / REST API Database issues We seek candidates with experience in multiple technical areas to facilitate faster onboarding. Must-have non-negotiable skills: Web Services (SOAP/REST), networking fundamentals, scripting, and familiarity with a programming language. Skills/Backgrounds that can be learned on the job: SSO and authentication, email protocols, and servers. Interview process: First round: 30-45 minute behavioral and technical phone interview Second round: 1-hour panel interview with engineers and hiring manager (technical questions)

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