Technical Customer Engineer (Technical Support & Escalation Engineering)

<p><strong>Team:</strong> Customer Success / Engineering</p> <p><strong>Mindset:</strong> <em>Do you like writing code to solve customer problems? Read on.</em></p> <p>&nbsp;</p> <h3><strong>About Nametag</strong></h3> <p>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.</p> <p>&nbsp;</p> <h3><strong>About the Role</strong></h3> <p>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.</p> <p>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.</p> <p>&nbsp;</p> <h3><strong>Responsibilities</strong></h3> <ul> <li>Act as the first technical responder for escalated customer issues, particularly those blocking integrations or deployments.</li> <li>Debug in the wild - inspecting API payloads, webhook logs, OAuth exchanges, and race conditions that surface only under real-world load.</li> <li>Provide interim solutions such as code snippets, pull requests, documentation updates, or configuration guidance.</li> <li>Bridge the gap between customer and engineering: reproduce issues, isolate root causes, and ensure fixes are fully validated before release.</li> <li>Gather structured context and relay actionable insights to engineering for long-term fixes.</li> <li>Recommend integration best practices across authentication flows, REST APIs, and IAM platforms.</li> <li>Improve internal support tooling, documentation, and runbooks based on recurring patterns.</li> <li>Surface common pain points and influence product priorities.<br><br></li> </ul> <h3><strong>Tech You’ll Work With</strong></h3> <ul> <li>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).</li> <li>REST APIs, OAuth, Webhooks (reference: getnametag.com/docs)</li> <li>Authentication and identity workflows (OIDC, SSO, Token Exchanges)</li> <li>Scripting or debugging tools in Python, Node.js, Bash, or similar environments</li> <li>Identity platforms: Okta, Microsoft Entra, Duo, Auth0, Ping, and custom IAM stacks.</li> <li>Systems: AWS, CloudFormation, Postgres, Docker, GitHub Actions, modern observability stacks</li> </ul> <p>&nbsp;</p> <h3><strong>Qualifications</strong></h3> <p><em><strong>Work Authorization (Required): </strong>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.</em></p> <ul> <li>2–5 years in technical support engineering, solutions engineering, DevOps, SRE, or adjacent engineering roles.</li> <li>Client facing experience - ability to communicate clearly and empathetically with both technical and non-technical stakeholders.</li> <li>Strong debugging skills across APIs, backend integrations, or authentication workflows.</li> <li>Comfort writing lightweight scripts or tools to diagnose and unblock issues.</li> <li>Familiarity with IAM platforms such as Okta, Microsoft Entra, Duo, or similar.</li> </ul> <p>&nbsp;</p> <h3><strong>Who Will Succeed in This Role If</strong></h3> <ul> <li>You like solving real customer problems more than sitting behind abstract tickets.</li> <li>You don’t mind hopping between console logs, Slack threads, and cURL commands.</li> <li>You stay calm when something is broken, and you don’t stop until it’s understood.<br><br></li> </ul> <h3><strong>Why Join</strong></h3> <p>You’ll join a fast-moving team where customer impact is immediate and visible. You’ll collaborate directly with engineering leadership, shape how we scale technical support, and build a reputation as a go-to problem solver.</p> <p>If you’re the person others call when things break - let’s talk.</p> <p>&nbsp;</p> <p><strong>Compensation &amp; Benefits</strong></p> <ul> <li>Competitive salary: $120,000 - $160,000</li> <li>Potential equity in a high-growth company</li> <li>Comprehensive health benefits (medical, dental, vision)</li> <li>Flexible time off policies</li> <li>401(k) program with employer matching</li> <li>Remote-first culture with opportunities for in-person collaboration during quarterly team off-sites</li> </ul> <p><br><br></p>