Technical Support Engineer

• Own incoming technical issues end to end, from first report to resolution.
• Resolve issues directly with the customer or debug them using internal tools, acting as a filter before R&D to classify whether an issue is user error, a product knowledge gap, or a real bug.
• Coach users through product gaps to prevent recurring questions.
• Confirm bugs with certainty and report them to R&D with clear reproduction steps and context.

• Own the technical onboarding of each new pilot, from kickoff to go-live, hitting committed onboarding deadlines.
• Work with enterprise IT to set up SSO and identity provider access (Okta and other IdPs), ensuring pilot users are properly grouped and assigned.
• Secure approvals for calendar integrations (Google Calendar or Outlook) and manage CRM connections with customer CRM admins.
• Handle desktop app rollouts on Mac and Windows, including installation, OS permissions, and compatibility with customer MDM and VPN setups.
• Lead onboarding meetings with customer IT teams, train them on the platform, and troubleshoot any blockers.

• Native or near-native English, comfortable leading calls with US customers ranging from end users to enterprise IT.
• Experience in a technical support, support engineering, IT, or implementation role, ideally at a B2B SaaS company selling to enterprises.
• Hands-on IT experience with SSO and identity providers (Okta, Microsoft Entra ID or similar), user/group management, MDM, and VPNs.
• Strong Mac and Windows troubleshooting skills, including desktop app installs, OS-level permissions (mic, screen recording, accessibility), and MDM deployment.
• Experience with CRM administration or integrations (e.g., Salesforce, HubSpot), particularly regarding user permissions and connected apps.
• A structured debugging approach to separate user error from real bugs using logs, reproduction steps, and clear evidence.
• Proven ownership of deadlines and follow-ups across multiple concurrent customer accounts.

• Strong customer-facing communication skills with the ability to explain technical concepts plainly to non-technical users as well as speak to enterprise IT admins as peers.
• Methodical and structured approach to debugging and problem-solving.
• Proactive ownership and accountability over onboarding deadlines and issue resolution.
• Ability to manage and prioritize multiple customer implementations simultaneously.

• Experience with Google Workspace or Microsoft 365 admin, especially calendar app approvals and OAuth/admin-consent issues.
• Familiarity with enterprise security, IT review processes, and domain allowlisting.
• Basic scripting or log analysis skills for debugging.
• Prior startup experience.

Originally posted on Himalayas