Customer Support Analyst

As a Product Support Engineer at Brightedge, you will play a crucial role in ensuring that our enterprise customers optimize their digital presence using our technology. You will be the technical escalation point for complex integration and API-related issues, working closely with customers to diagnose, troubleshoot, and resolve sophisticated technical challenges. This is not a traditional support role - you will need to dive deep into code, trace API calls, debug SSO implementations, and take ownership of problems from start to finish. Responsibilities: - Own Technical Escalations: Serve as the subject matter expert for REST API troubleshooting, analyzing JSON payloads, and interpreting HTTP status codes to diagnose root causes in production environments. - Debug SSO & Identity: Troubleshoot SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC) implementations; diagnose IdP misconfigurations and resolve token/assertion errors with identity providers like Okta, Azure AD, and similar platforms. - Integration Investigation: Debug complex third-party integration failures, tracing data flow between Brightedge and customer systems to identify breaking points. - Ticket Management: Document all investigations in Zendesk/Salesforce with structured, audit-ready case notes that capture technical findings, reproduction steps, and resolution paths. - SLA Delivery: Consistently meet and exceed SLA commitments while managing a queue of high-priority technical issues with competing urgency. - Knowledge Building: Contribute to internal knowledge bases and customer-facing documentation to reduce repeat issues and enable self-service. Qualifications: - 24 years of hands-on technical or product support experience at a B2B SaaS company. Required Skills: - Deep practical knowledge of REST APIs, JSON structures, and HTTP debugging. - SSO Protocol Expertise. - Debugging Tools Proficiency. - Identity Provider Familiarity. - Communication Skills. - Remote Discipline. Preferred Skills: (N/A) In this role, you will have the opportunity to become the go-to engineer for technical escalations, earn the trust of customers with your technical judgment and clear communication, maintain thorough ticket documentation, consistently meet SLA targets, and contribute to product and documentation improvements by identifying patterns in issues. As a Product Support Engineer at Brightedge, you will play a crucial role in ensuring that our enterprise customers optimize their digital presence using our technology. You will be the technical escalation point for complex integration and API-related issues, working closely with customers to diagnose, troubleshoot, and resolve sophisticated technical challenges. This is not a traditional support role - you will need to dive deep into code, trace API calls, debug SSO implementations, and take ownership of problems from start to finish. Responsibilities: - Own Technical Escalations: Serve as the subject matter expert for REST API troubleshooting, analyzing JSON payloads, and interpreting HTTP status codes to diagnose root causes in production environments. - Debug SSO & Identity: Troubleshoot SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC) implementations; diagnose IdP misconfigurations and resolve token/assertion errors with identity providers like Okta, Azure AD, and similar platforms. - Integration Investigation: Debug complex third-party integration failures, tracing data flow between Brightedge and customer systems to identify breaking points. - Ticket Management: Document all investigations in Zendesk/Salesforce with structured, audit-ready case notes that capture technical findings, reproduction steps, and resolution paths. - SLA Delivery: Consistently meet and exceed SLA commitments while managing a queue of high-priority technical issues with competing urgency. - Knowledge Building: Contribute to internal knowledge bases and customer-facing documentation to reduce repeat issues and enable self-service. Qualifications: - 24 years of hands-on technical or product support experience at a B2B SaaS company. Required Skills: - Deep practical knowledge of REST APIs, JSON structures, and HTTP debugging. - SSO Protocol Expertise. - Debugging Tools Proficiency. - Identity Provider Familiarity. - Communication Skills. - Remote Discipline. Preferred Skills: (N/A) In this role, you will have the opportunity to become the go-to engineer for technical escalations, earn the trust of customers with your technical judgment and clear communication, maintain thorough ticket documentation, consistently meet SLA targets, and contribute to product and documentation improvements by identifying patterns in issues.