Senior Support Engineer

About This Opportunity

Our talent team is representing a confidential SaaS security organization in their search for a Senior Support Engineer. This is a unique opportunity to work at the intersection of hands-on technical problem-solving and automation innovation. You'll own the most complex customer escalations while simultaneously building the intelligent systems that will transform how support operates at scale.

This role reports to the Head of Customer Support and offers remote flexibility across the USA.

Responsibilities

• Own complex, high-severity, and escalated tickets end to end, serving as the top technical escalation point before engineering involvement
• Diagnose deep technical issues across APIs, identity and authentication systems, integrations, telemetry, and product data flows
• Partner with leadership to design, build, and continuously tune agentic support systems, including automated triage, resolution, and knowledge retrieval
• Convert resolution work into reusable automation, playbooks, and knowledge that intelligent systems can execute independently
• Identify gaps where automation fails and close them to improve deflection rates and automated resolution quality
• Interface with Product and Engineering teams on root cause analysis, bug escalation, and permanent product fixes
• Set the technical quality standard for the support function and mentor other engineers

What We're Looking For

Required:

• Strong hands-on technical support or support engineering background for a technical B2B SaaS product
• Cybersecurity, identity, or SaaS security experience strongly preferred
• Deep expertise across APIs, authentication and identity, logs and telemetry, integrations, and systematic debugging
• Demonstrated experience building or tuning automation or agentic and LLM-based support tooling, or clear aptitude for doing so
• Ability to translate one-off escalations into repeatable, automatable solutions
• Comfort operating with ambiguity in a function being actively rebuilt around technology

Nice to Have:

• Scripting or coding ability (Python preferred) and comfort debugging at the API level
• Experience with LLM and agent frameworks, retrieval-augmented generation, or workflow automation
• Familiarity with identity provider and SaaS administrative APIs such as Microsoft Graph and Entra, or comparable platforms

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Please do not contact the client directly—we manage all communication and coordination throughout the interview process to ensure the best experience for everyone involved.

Pay

Pay via Get A Job.ai: $100,000–$130,000 USD base salary. This position is also eligible for equity awards and may include additional incentive compensation. Final compensation will be based on factors including location, experience, and skills.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices and equal opportunity employment. We welcome candidates from all backgrounds and provide reasonable accommodations when needed throughout our recruiting process.