Technical Support Engineer role at Palo Alto Networks focusing on advanced - level support for Public Sector customers. Addressing complex technical issues and ensuring optimal security infrastructure.
About the role
- Lead Technical Support Engineer managing complex technical support cases for DeepL's enterprise customers. Collaborating with engineering and product teams to resolve customer issues.
Responsibilities
- Own regular tickets and complex escalations for DeepL API and enterprise customers from intake through resolution.
- Troubleshoot customer issues involving translation workflows, authentication flows, SAML/OIDC, SCIM sync behavior, role/permission issues, and integration misconfigurations.
- Join customer video calls to investigate issues live with developers, enterprise administrators, and end users.
- Reproduce defects, gather technical evidence, identify whether issues are caused by product bugs, customer configuration, third-party systems, or documentation gaps.
- Use AI tools effectively and responsibly during troubleshooting, including for log analysis, hypothesis generation, issue summarization, and debugging workflow acceleration.
- Provide clear workarounds and resolution plans, and communicate status confidently during high-severity cases.
- Partner closely with Engineering, Product, Security, Professional Services and Solution Consulting to drive fixes and improve product reliability.
- Build and maintain playbooks, troubleshooting guides, internal documentation, and reusable diagnostic patterns.
- Mentor Support specialists through case reviews, shadowing, onboarding, and technical training.
- Contribute lightweight automation, scripts, dashboards, or tools that improve support efficiency and case quality.
Requirements
- Experience in a highly technical support role working for a SaaS organisation.
- Strong API integration debugging skills using tools such as Postman, curl, browser dev tools, and log/audit inspection.
- Strong understanding of SAML, OAuth 2.0, OpenID Connect, SCIM, provisioning/deprovisioning, RBAC, and common IdP patterns.
- Hands-on experience troubleshooting integrations involving Okta, Microsoft Entra / Azure AD, Google Workspace, or similar platforms.
- Familiarity with troubleshooting using AI tools, and judgment to use those tools safely, critically, and efficiently.
- Familiarity with SQL and basic scripting in Python or Bash.
- Experience collaborating with Product and Engineering
- Ability to explain technical issues clearly to both developers and less technical administrators.
- Confidence running live debugging sessions over video with customers.
Benefits
- Diverse and internationally distributed team
- Open communication, regular feedback
- Hybrid work, flexible hours
- Virtual Shares - An ownership mindset in every role
- Regular in-person team events
- Monthly full-day hacking sessions
- 30 days of annual leave
- Competitive benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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