Technical Customer Engineer; Technical Support & Escalation Engineering

Technical Customer Engineer (Technical Support & Escalation Engineering)

Join us to apply for the Technical Customer Engineer (Technical Support & Escalation Engineering) role at Nametag.

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.

About the Role: We’re hiring a Technical Customer Engineer to serve as the technical escalation point for customer‑reported issues. This engineering‑adjacent role focuses 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.

It goes beyond ticket processing – it’s hands‑on technical problem solving with real ownership.

• 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.

• Primary languages:
  Go, Type Script; familiarity with Python, Ruby, or similar.
• REST APIs, OAuth, Webhooks.
• Authentication and identity workflows (OIDC, SSO, Token Exchanges).
• Scripting or debugging tools in paddle, Node.js, Bash, or similar environments.
• Identity platforms:
  Okta, Microsoft Entra, Duo, Auth0, Ping, and custom IAM stacks.
• Systems: AWS, Cloud Formation, Postgres, Docker, Git Hub Actions, and modern observability stacks.

• 2–5 years in technical support engineering, solutions engineering, Dev Ops, SRE, or adjacent engineering roles.
• Client‑facing ತೆರ 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.

• 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.

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.

If you’re the person others call when things break – let’s talk.

• Competitive salary: $120,000 – $160,000
• Potential equity in a high‑growth company
• Comprehensive health benefits (medical, dental, vision)
• Flexible time off policies
• 401(k) program with employer matching
• Remote‑first culture with opportunities for in‑person collaboration during quarterly team off‑sites

Mid‑Senior level

Full‑time

Other

Computer and Network Security

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