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Technical Support Engineer at Silverfort, Remote (United States)

We are looking for a Technical Support Engineer to join our growing team. In this role, you will work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success, and Sales teams to improve our product and technical processes. You will be focused on West Coast hours.

• Own end-to-end technical support cases from initial analysis through resolution, managing prioritization and escalations based on business impact
• Create and maintain knowledge articles documenting solutions and best practices
• Meet/exceed SLAs while maintaining accurate case records and utilizing diagnostic tools effectively
• Collaborate with cross-functional teams to ensure customer success and improve support processes
• Work both independently and with team members to resolve complex technical issues
• Work rotating on-call shifts as part of our global support coverage

• 1+ year(s) of technical customer support experience
• Familiarity with troubleshooting Windows, Linux, and Active Directory environments
• Basic understanding of authentication concepts and protocols (e.g., Kerberos, LDAP, SAML)
• Experience with ticketing and support systems (Zendesk, Jira, Salesforce, and other CRM / collaboration platforms)
• Technical degree or equivalent work experience preferred
• Strong written and verbal communication skills in English
• Available to work 8-hour shifts aligned to US Pacific time coverage, with flexibility as needed
• Willingness to travel up to 10% of the time