Support Engineer

1 week ago

Ramat Gan, Tel Aviv, Israel OX Security Full time $90,000 - $120,000 per year

OX Security is hiring a Tier 1-2 Support Engineer to take ownership of customer success and issue resolution in our SaaS and on-premises deployments. This role is ideal for someone with a strong technical background who enjoys problem-solving, communicating with customers, and working across engineering and DevOps teams to deliver solutions that work reliably in enterprise-controlled environments.

As a Tier 1-2 Support Engineer, you will be the technical front line for our customers, helping them configure, debug, and maintain our software in diverse infrastructure setups.

Responsibilities:

What You'll Be Doing

  • Act as the primary point of contact for escalated customer issues requiring in-depth technical troubleshooting.
  • Diagnose and resolve complex problems involving SSO (SAML, OIDC, SCIM), third-party integrations, API failures, data issues, security scanning, connectivity issues and more.
  • Guide customers through initial setup, ensuring smooth rollouts and minimal disruption.
  • Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements based on field experience.
  • Monitor support case queues and ensure timely, high-quality communication with customers.
  • Improve observability, documentation, and deployment tooling.
  • Provide feedback to internal teams about common customer challenges and edge case configurations.
  • Participate in on-call rotation as needed for critical incident handling.

Requirements:

What We're Looking For

  • 3+ years of experience in technical support, technical account management, or solutions engineering, preferably for a B2B SaaS product.
  • Hands-on knowledge of SSO protocols and identity providers. Strong ability to analyze logs, trace errors, and resolve performance or access issues.
  • Experience working with APIs, webhooks, and data transformation/debugging tools.
  • Familiarity with application security concepts (e.g., static/dynamic scanning, vulnerability management, secure SDLC) - advantage.
  • Comfort working with CI/CD integrations, developer tools, and code-based configuration.
  • Excellent interpersonal and communication skills, both with technical and non-technical stakeholders.
  • Excellent troubleshooting, communication, and documentation skills.
  • Comfort in managing multiple priorities in a fast-paced, customer-driven environment.

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