As a Technical Support Engineer, you'll sit at the intersection of our customers, Customer Success, Product, and Engineering. You'll combine strong technical troubleshooting skills with excellent communication to help customers successfully deploy, operate, and troubleshoot Apono in complex cloud and identity environments.
This is a highly technical, customer-facing role. You'll work directly with B2B customers across EMEA and the US, including engineering teams, security teams, and senior stakeholders, and own complex technical issues end-to-end.
What You'll Do
Own complex technical customer issues from investigation through resolution or escalation.
Troubleshoot integrations, access flows, APIs, authentication and authorization, cloud infrastructure, Kubernetes, databases, networking, and identity providers.
Analyze logs, configurations, and infrastructure behavior to identify root causes and distinguish configuration issues from product defects.
Reproduce customer-reported issues and provide Engineering with clear reproduction steps, logs, evidence, impact, and technical context.
Work directly with customers through tickets, Slack, Zoom, and other support channels.
Communicate with technical and senior customer stakeholders, including engineering and security teams and C-level stakeholders.
Partner with Customer Success, Product, and Engineering to resolve complex incidents and improve the customer experience.
Identify recurring issues and turn them into better documentation, tooling, processes, or product improvements.
Participate in incident response and customer communication for production-impacting issues.
Support customers across EMEA, with coverage for US customers.
Requirements
3+ years of experience in a highly technical role such as Technical Support Engineering, DevOps, Deployment/Implementation Engineering, Production Engineering, SRE, Solutions Engineering, or similar.
Hands-on experience with an Identity, IAM, PAM, IGA, access management, or closely related cloud security product.
Strong understanding of identity and access concepts and technologies, including authentication, authorization, OAuth/OIDC, SAML, RBAC, IAM, roles, and permissions.
Hands-on experience with at least one major cloud platform: AWS, GCP, or Azure.
Strong troubleshooting skills across complex technical environments, including APIs, logs, configurations, and integrations.
Working knowledge of Kubernetes, Docker, REST APIs, HTTP, JSON, and relational databases.
Basic scripting ability in Python, Bash, Go, or another language.
Experience working directly with B2B customers or technical stakeholders.
Fluent English, written and spoken, is a must.
Strong communication, problem-solving, and end-to-end ownership.
Strong Advantages
Familiarity with infrastructure-as-code tools such as Terraform.
Understanding of Kubernetes RBAC and cloud-native authorization models.
Ability to read application code in Go or Kotlin/Java.
Experience working in a startup or other fast-paced environment.
Experience with complex enterprise deployments and production environments.
