Customer Support Analyst - 1

In this role with Brightedge as a Product Support Engineer, you will be the technical escalation point for complex integration and API-related issues, working directly with enterprise customers to diagnose, troubleshoot, and resolve sophisticated technical challenges. Your responsibilities will include owning technical escalations, debugging SSO & Identity issues, investigating integrations, managing tickets, and contributing to knowledge building. Responsibilities: - Serve as the subject matter expert for REST API troubleshooting, analyzing JSON payloads, and interpreting HTTP status codes in production environments. - Troubleshoot SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC) implementations for SSO & Identity; diagnose IdP misconfigurations and resolve token/assertion errors. - Debug complex third-party integration failures by tracing data flow between Brightedge and customer systems. - Document all investigations in Zendesk/Salesforce with structured, audit-ready case notes. - Consistently meet and exceed SLA commitments while managing a queue of high-priority technical issues. - Contribute to internal knowledge bases and customer-facing documentation. 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. - Solid understanding of SAML 2.0, OAuth 2.0, and OIDC flows. - Proficiency with tools like Postman, Fiddler, Chrome DevTools for debugging. - Direct experience with IdP platforms like Okta, Azure AD for troubleshooting. - Strong communication skills to explain technical findings clearly. - Self-directed work style with the ability to collaborate across time zones. In this role, your success will be measured by your ability to resolve complex API and SSO issues, gain trust from customers through clear communication, maintain thorough ticket documentation, meet SLA targets, and proactively identify improvement areas. In this role with Brightedge as a Product Support Engineer, you will be the technical escalation point for complex integration and API-related issues, working directly with enterprise customers to diagnose, troubleshoot, and resolve sophisticated technical challenges. Your responsibilities will include owning technical escalations, debugging SSO & Identity issues, investigating integrations, managing tickets, and contributing to knowledge building. Responsibilities: - Serve as the subject matter expert for REST API troubleshooting, analyzing JSON payloads, and interpreting HTTP status codes in production environments. - Troubleshoot SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC) implementations for SSO & Identity; diagnose IdP misconfigurations and resolve token/assertion errors. - Debug complex third-party integration failures by tracing data flow between Brightedge and customer systems. - Document all investigations in Zendesk/Salesforce with structured, audit-ready case notes. - Consistently meet and exceed SLA commitments while managing a queue of high-priority technical issues. - Contribute to internal knowledge bases and customer-facing documentation. 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. - Solid understanding of SAML 2.0, OAuth 2.0, and OIDC flows. - Proficiency with tools like Postman, Fiddler, Chrome DevTools for debugging. - Direct experience with IdP platforms like Okta, Azure AD for troubleshooting. - Strong communication skills to explain technical findings clearly. - Self-directed work style with the ability to collaborate across time zones. In this role, your success will be measured by your ability to resolve complex API and SSO issues, gain trust from customers through clear communication, maintain thorough ticket documentation, meet SLA targets, and proactively identify improvement areas.