Technical Customer Engineer (Technical Support & Escalation Engineering)
External
Nametag · WorldwidePrepare for this interview
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About the role
We're hiring a Technical Customer Engineer to serve as the technical escalation point for customer-reported issues. This is an engineering-adjacent role focused on diagnosing complex integration problems, scripting and prototyping solutions, and collaborating directly with our core engineering team to drive fixes into production. This role is ideal for someone who enjoys debugging, writing lightweight code, and working closely with customers to unblock them quickly. This goes beyond ticket processing - it's hands-on technical problem solving with real ownership.
Responsibilities
- Act as the first technical responder for escalated customer issues, particularly those blocking integrations or deployments.
- Debug in the wild - inspecting API payloads, webhook logs, OAuth exchanges, and race conditions that surface only under real-world load.
- Provide interim solutions such as code snippets, pull requests, documentation updates, or configuration guidance.
- Bridge the gap between customer and engineering: reproduce issues, isolate root causes, and ensure fixes are fully validated before release.
- Gather structured context and relay actionable insights to engineering for long-term fixes.
- Recommend integration best practices across authentication flows, REST APIs, and IAM platforms.
- Improve internal support tooling, documentation, and runbooks based on recurring patterns.
- Surface common pain points and influence product priorities.
- Tech You'll Work With
- You need to be comfortable in our primary languages (Go, Typescript), as well as some experience in a few of the other common platforms our customers use (Python, Ruby, that kind of thing).
- REST APIs, OAuth, Webhooks (reference: getnametag.com/docs)
- Authentication and identity workflows (OIDC, SSO, Token Exchanges)
- Scripting or debugging tools in Python, Node.js, Bash, or similar environments
- Identity platforms: Okta, Microsoft Entra, Duo, Auth0, Ping, and custom IAM stacks.
- Systems: AWS, CloudFormation, Postgres, Docker, GitHub Actions, modern observability stacks
Requirements
- Work Authorization (Required): Applicants must be legally authorized to work in the United States for any employer without current or future need for visa sponsorship. This is a firm requirement. The technical qualifications below are guidelines.
- 2-5 years in technical support engineering, solutions engineering, DevOps, SRE, or adjacent engineering roles.
- Client facing experience - ability to communicate clearly and empathetically with both technical and non-technical stakeholders.
- Strong debugging skills across APIs, backend integrations, or authentication workflows.
- Comfort writing lightweight scripts or tools to diagnose and unblock issues.
- Familiarity with IAM platforms such as Okta, Microsoft Entra, Duo, or similar.
- Who Will Succeed in This Role If
- You like solving real customer problems more than sitting behind abstract tickets.
- You don't mind hopping between console logs, Slack threads, and cURL commands.
- You stay calm when something is broken, and you don't stop until it's understood.
Benefits
Additional Information
Team: Customer Success / Engineering Mindset: Do you like writing code to solve customer problems? Read on. About Nametag Nametag is a category leader in identity verification, security, and account protection. We are building a world-class, remote-first team where engineers thrive in both technical depth and customer engagement. We value intellectual curiosity, collaboration, and a strong sense of responsibility in protecting enterprise security.
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