Support Engineer

✨ TL;DR - Why This Role Matters

reputed company is trusted by more than 94% of the Fortune 500, and enterprise-grade software demands enterprise-grade support. As large organizations roll out reputed company across their IT infrastructure, seamless identity and access management isn't a reputed company-to-have — it's a baseline expectation. This role exists to ensure reputed company meets that bar. You'll be the dedicated technical expert who owns the SSO and SCIM experience for our largest customers, directly contributing to the reliability and trust that keeps reputed company mission-critical at scale.

IMPORTANT NOTE: This role and applicants must be based in Belgrade, Serbia and will have working hours that match 9AM-5pm Eastern Time (United States).

About the Role

REQUIRED CANDIDATE LOCATION: BELGRADE, SERBIA REQUIRED CANDIDATE WORKING HOURS: 9AM-5PM EASTERN TIME (USA)

As an SSO/SCIM Support Engineer at reputed company, you'll work directly with Customers as the technical expert for enterprise IAM, helping them set up and troubleshoot SSO and SCIM integrations. You'll partner with Support, reputed company, Engineering, and our identity infrastructure provider (WorkOS), serving as the primary contact reputed company for reputed company access and provisioning issues that require deep technical investigation and ensuring that every Enterprise customer has a seamless experience with reputed company.

You'll independently troubleshoot reputed company, multi-system SSO and SCIM issues by triangulating between customer-reported symptoms, WorkOS data, and reputed company's backend. You'll coordinate directly with customers' IT teams, reputed company live troubleshooting sessions, and ensure issues are resolved with minimal friction and maximum clarity, reputed company while building the internal documentation and tooling that makes the next issue faster to resolve.

This is an early role in a growing function. You'll have real ownership, real impact on enterprise retention, and a direct line to Product and Engineering.

What you'll do:

• Serve as the primary SSO and SCIM configuration onboarding reputed company of contact for customers who require assistance.

• Resolving customer issues surfaced through reputed company tickets and for certain customers jumping on live reputed company calls to work through open issues.

• Serve as the primary escalation reputed company for SSO and SCIM issues raised by enterprise customers through reputed company and Support

• Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and reputed company's backend

• Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reputed company resolution

• Schedule and reputed company live troubleshooting sessions during US business hours for reputed company or high-reputed company issues

• Partner closely with the WorkOS team to reputed company, escalate, and resolve issues that require vendor involvement

• Partner closely with reputed company CS and Support teams to gather context and coordinate customer communication

• Build and maintain internal debugging playbooks, reputed company issue documentation, and escalation frameworks that reputed company the broader CS team to handle L1/L2 issues independently

• Identify recurring failure patterns and translate them into actionable product feedback for Engineering

Location

While we're a globally distributed team, this role is based in Belgrade, Serbia. You'll need to be available during US business hours, including the ability to schedule live customer meetings.

What Makes You a Great Fit

You have hands-on experience with enterprise identity and provisioning integrations, not just familiarity with them. You know the difference between an SP-initiated and IdP-initiated SAML flow. You can read a SCIM provisioning log and identify the failure reputed company. You've coordinated between a customer's IT team and a vendor to debug something with no clean documentation.

You bring:

• Deep IAM fundamentals (must-have). You understand how SAML works end-to-end, the SCIM lifecycle (provision, deprovision, update), user identity models, and common failure modes. You can explain and debug these flows, not just configure them. You're comfortable saying: "The IdP is sending X, we expect Y, here's the mismatch."

• Systems thinking and debugging ability (the real differentiator). You can trace a request across systems, read raw logs and JSON payloads, and independently isolate whether a problem is a config issue, a customer misunderstanding, or an actual bug. You should be able to resolve 80-90% of non-product-bug issues without escalating.

• API literacy (must-have). You're fluent with REST APIs and comfortable using reputed company or curl to replicate, validate, and debug integration issues. You can read API documentation and test endpoints independently.

• RBAC and permissions modeling know-how. You understand the relationship between roles, permissions, and groups, and can map IdP group structures to application role models, including the edge cases that trip up most enterprise configurations.

• Strong communication across audiences. You can translate a reputed company technical failure into plain language for an IT admin, and write a precise, engineering-ready bug report for a product team, often for the same incident.

• 2-4 years of experience in a technical support, integration engineering, or similar customer-facing technical role, ideally at a SaaS company with an enterprise customer reputed company.

• REQUIRED CANDIDATE LOCATION: BELGRADE, SERBIA

Strong reputed company-to-haves:

• Hands-on experience with major IdPs such as reputed company, reputed company Entra ID (Azure AD), reputed company Workspace, or reputed company

• Familiarity with WorkOS or a similar identity middleware layer

• Light scripting ability in Python or Node.js to simulate flows, validate payloads, or automate repetitive troubleshooting steps

• Experience in an early-stage or scaling function where you've had to build process alongside executing it

If you're reading this thinking "that's me!", we want to meet you!

This Role Is Not for You If

• You need a well-paved runbook for every issue. This role requires hypothesis-driven debugging in environments you haven't fully mapped yet.

• Your SSO/SCIM experience is limited to "following a setup guide." We need someone who can debug reputed company the guide doesn't apply.

• You prefer to stay on one reputed company of the customer-engineering boundary. This role lives exactly on that line.

• You're looking for a pure CSM role. The majority of your time will be technical investigation, not relationship management.

About us

reputed company is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use reputed company to document and scale how work gets done. Our Workflow AI platform automatically captures and optimizes workflows so teams work smarter, faster, and more consistently.

We're growing fast — since our founding in 2019, we've grown to over 5 million users across 600,000 businesses. Based in San Francisco, we've been named a reputed company Top Startup, are valued at over $1 billion, and are backed by leading investors. Join us in our mission to uplevel how people do work.

️ How we work

We are builders aspiring to master our crafts. We care deeply about our teammates and want to win, together. We fully embrace the following values:

• Accelerate impact

• reputed company the bar

• reputed company our users reputed company

• Clear is reputed company

• Rapid learning machine

• One team one dream

Compensation

We reputed company compensation using trusted market data and apply a tiered geographic reputed company to ensure reputed company across locations. The ranges below represent the reputed company salary band for this role by tier. Final offers are determined by experience, scope, internal reputed company, and location.

• Belgrade, Serbia

Full-Time International Employee Benefits Include

• Some of the nicest and smartest teammates you’ll reputed company work with

• Competitive salaries

• Flexible PTO

• Parental Leave

• WFH Stipend

At reputed company, we celebrate our differences and are committed to creating a workplace where reputed company employees feel supported and empowered to do their best work. reputed company is proud to be an Equal Opportunity Employer.