Technical Support Engineer

ConductorOne is the modern identity governance platform that makes it possible to move beyond the limitations of legacy IGA and reduce the identity attack surface with confidence. 

Designed for flexibility, ConductorOne provides a broad range of direct connectors to integrate with cloud, infrastructure, on-prem, and homegrown tools. The platform’s Access Fabric brings together previously siloed access and permissions data from across a company’s environment. This provides real-time visibility and dynamic access controls that allow businesses to reduce identity risks, move to just-in-time access, automate access reviews, and manage the full identity lifecycle. The platform delivers intuitive user experiences that help teams get up and running faster, using powerful automation backed by AI to significantly improve productivity. 

ConductorOne is trusted by forward-thinking enterprises like DigitalOcean, Instacart, NFI, Ramp, and Zscaler.

We are PUMPED to expand the customer success team! Looking for someone with a technical SaaS background that thrives on getting in front of customers - whether that's managing the support queue, project managing complex issue resolutions, or hoping on a call to solve issues that arise.

What we are looking for:

• 4-5 years technical support experience in a SaaS related businesses

• Open to working the East Coast shift [7am - 4pm]

• Experience working in IAM, IT, Security space

• Ability to understand some programming languages [e.g. Java, Python, or C#] and experience using a Terraform provider

Key Responsibilities

• Product Knowledge: Develop a deep understanding of the technical side of our products to provide guidance and support to customers. Including staying updated on new features and best practices.

• Technical Support: Act as a point of contact for technical support, helping customers troubleshoot issues, and escalate technical concerns to the right internal team. Quick turnaround on response [under <1 hour is our response time goal] and project managing the fixes with internal teams is a big one!

• Problem Solving: All in… you like problems… this excites you! At C1 you are not solving problems in a silo, the culture here is to support each other and work as a team - this role just needs to thrive on working through daily complex problems that may come up.

• Customer Training: Conduct training sessions for customers to ensure they understand how to use the platform effectively, especially when it comes to more robust features. This may involve creating and delivering training materials or hands-on workshops.

• Improving Process: Help the team find opportunities to automate internal and external customer tasks, lead the charge in making that change management smooth and efficient.

• Feedback Collection: Gather customer feedback on the product, services, and overall experience. Use this feedback to inform product improvements and advocate for customer needs within the organization.

• Data Analysis: Utilize data and analytics to assess customer usage patterns, identify potential issues, and offer data-driven insights to help customers maximize the value of our solutions.

• Cross-functional Collaboration: Collaborate with internal teams to align on customer needs and ensure issues are resolved quickly according to prioritization methods.

ConductorOne, Inc. is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.