Requirements 5+ years of experience in a customer-facing Technical Support / Support Engineer / Escalation Engineer role Proven experience handling L3 / senior-level escalations and complex production incidents Strong hands-on experience with Linux administration, troubleshooting, debugging, and log analysis Solid understanding of networking fundamentals: DNS, TCP/IP, routing, HTTP/HTTPS, VPN, SSH Experience troubleshooting authentication, authorization, and identity federation technologies (SAML, OIDC, OAuth 2.0) Hands-on experience with enterprise Identity Providers and directory services such as Microsoft Entra ID (Azure AD), Okta, Active Directory, and LDAP Experience working in enterprise customer environments and production systems Strong analytical thinking, troubleshooting, and root cause analysis skills Experience in cybersecurity / SaaS / infrastructure / networking environments
