Senior Support Engineer

Summary

We're hiring a Senior Support Engineer as a founding member of our Customer Success organization. You'll be the technical lifeline for Oasis's most strategic enterprise accounts and help architect how the support function operates from day one. This role sits at the intersection of deep technical expertise, identity security, and AI-driven workflow design. If you want to inherit a mature support org and operate inside it, this may not be the right fit. But if you're excited about building a support function from the ground up, we'd love to talk.

What You'll Do

• Lead end-to-end resolution of complex issues across our enterprise customer base, from triage and bug reproduction to root-cause analysis and client-facing communication
• Resolve complex issues across customer identity stacks in both SaaS and on-premise environments
• Investigate distributed systems and data pipeline issues across the Oasis Platform, including NXLog collectors, S3 ingestion pipelines, MongoDB, and Datadog logs
• Partner with Product and Engineering as an equal stakeholder, filing high-quality tickets and quantifying customer health signals to prioritize the right fixes
• Build the support knowledge base from scratch, including troubleshooting guides, internal runbooks, and integration playbooks
• Build AI agents using Claude, Gemini, and MCP servers to automate L1/L2 triage, log analysis, and case routing across Slack, Linear, and Pylon
• Define SLAs, support KPIs, escalation paths, and internal workflows with TAMs, Solution Architects, and Engineering

What we're looking for

• 6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity; direct background in identity security (IAM, PAM, IGA, or non-human identity) required
• Deep hands-on experience with core identity stacks (Okta, Entra ID, Active Directory), identity governance platforms (SailPoint), and PAM solutions (CyberArk, BeyondTrust)
• Strong fluency in SAML 2.0, OAuth 2.0, OIDC, SCIM, LDAP, Kerberos, and mTLS
• Working knowledge of AWS, GCP, and Azure IAM, including role policies, trust relationships, Service Principals, and GCP Service Accounts
• Hands-on experience with secrets management tools such as HashiCorp Vault, AWS Secrets Manager, or Azure Key Vault
• Strong observability instincts with experience in Datadog or Splunk; fluent in SQL, JSON, YAML, and HCL
• Comfortable integrating AI tools into your daily support workflow and building effective prompts to speed up case handling
• Exceptional communication skills with the ability to represent Oasis confidently to both technical teams and executive stakeholders

Who You Are

• Calm, articulate, and methodical during severe escalations and Sev-1s
• Detail-oriented with nothing slipping through the cracks, even under pressure
• You listen before you troubleshoot, solving for the customer rather than closing a ticket
• A natural cross-collaborator who keeps customer success at the center of everything
• Grounded in deep identity expertise but always willing to learn what's next

Why This Role

This is a founding role in a fast-growing Customer Success organization. You'll shape how world-class support looks at the most trusted partner in non-human identity security, with direct impact on customer retention, NPS, and Oasis's reputation in the market.