Support Engineer

• Handle Level 2 support calls and cases for enterprise administrators and partner teams from triage through resolution
• Troubleshoot deployment, configuration, and policy issues across a Zero Trust Workspace platform
• Investigate identity integration issues involving SSO, SAML, OIDC, and MFA
• Resolve network access issues involving proxies, DNS, TLS, and firewalls
• Reproduce complex bugs and provide engineering with clear steps, logs, and context
• Collaborate directly with implementation partners such as DXC on recurring client issues
• Create and maintain knowledge base articles and troubleshooting guides
• Participate in a follow-the-sun rotation with the US team, including weekend coverage

Level 2 Support Engineer

• Handle Level 2 support calls and cases, guiding enterprise admins and partner teams from triage through resolution
• Troubleshoot deployment, configuration, and policy issues across a Zero Trust Workspace
• Investigate identity integration issues involving SSO, SAML, OIDC, and MFA
• Resolve network access issues involving proxies, DNS, TLS, and firewalls
• Reproduce complex bugs and provide engineering with clear steps, logs, and context
• Collaborate with implementation partners such as DXC to resolve recurring client issues
• Maintain the knowledge base and troubleshooting guides
• Participate in a follow-the-sun rotation with the US team, including weekend coverage