Act as technical front line for customers: triage and resolve escalated issues (SSO, integrations, APIs, data, security scans), guide setup and rollouts, collaborate with R&D on bugs, improve observability and documentation, and participate in on-call incident handling.
Description
Ox Security secures the AI-driven SDLC from prompt to production. We eliminate critical, real-time risks from AI code generation through cloud runtime by doing what conventional tools can’t: unifying development and cloud context to stop vulnerabilities right at the source. At OX, we’re building the future of cyber security for the AI era. If you’re looking to work on disruptive technology with an amazing team, you belong here.
As a Tier 1-2 Support Engineer, you will be the technical front line for our customers, helping them configure, debug, and maintain our software in diverse infrastructure setups.
ResponsibilitiesWhat You’ll Be Doing
- Act as the primary point of contact for escalated customer issues requiring in-depth technical troubleshooting.
- Diagnose and resolve complex problems involving SSO (SAML, OIDC, SCIM), third-party integrations, API failures, data issues, security scanning, connectivity issues and more.
- Guide customers through initial setup, ensuring smooth rollouts and minimal disruption.
- Work closely with R&D to triage bugs, log reproducible cases, and suggest improvements based on field experience.
- Monitor support case queues and ensure timely, high-quality communication with customers.
- Improve observability, documentation, and deployment tooling.
- Provide feedback to internal teams about common customer challenges and edge case configurations.
- Participate in on-call rotation as needed for critical incident handling.
What We’re Looking For
- 3+ years of experience in technical support, technical account management, or solutions engineering, preferably for a B2B SaaS product.
- Hands-on knowledge of SSO protocols and identity providers. Strong ability to analyze logs, trace errors, and resolve performance or access issues.
- Experience working with APIs, webhooks, and data transformation/debugging tools.
- Familiarity with application security concepts (e.g., static/dynamic scanning, vulnerability management, secure SDLC) - advantage.
- Comfort working with CI/CD integrations, developer tools, and code-based configuration.
- Excellent interpersonal and communication skills, both with technical and non-technical stakeholders.
- Excellent troubleshooting, communication, and documentation skills.
- Comfort in managing multiple priorities in a fast-paced, customer-driven environment.
Similar Jobs
Artificial Intelligence • Software • PropTech • Generative AI
Serve as technical bridge for customer onboarding and integrations: maintain/debug internal admin tools, configure feature flags, ensure PMS/CRM API integrations, update docs, troubleshoot regressions and basic AI hallucinations, and collaborate with engineering to automate onboarding/support workflows.
Top Skills:
APIsCRMFeature FlagsJavaScriptMongoDBPmsPostgresPython
Hardware
Provide high-touch technical support for enterprise video conferencing and AV solutions. Troubleshoot complex issues across Logitech ecosystems and third-party apps (Zoom, Teams, Google Meet), manage customer expectations, escalate to engineering, produce knowledge-base content, and support hybrid enterprise deployments.
Top Skills:
AndroidAv ProductsAzure AdGoogle MeetiOSmacOSMicrosoft ExchangeMicrosoft Office 365Microsoft TeamsSsoVideo ConferencingWindowsZoom
Artificial Intelligence • Big Data • Cloud • Machine Learning • Software
Support and troubleshoot enterprise billing platform across Salesforce, Zuora, AWS and Workday Financials. Monitor systems, resolve incidents and data discrepancies, participate in on-call rotations, collaborate with Engineering/Product/Finance, maintain runbooks, and improve monitoring and SOX-compliant operational controls.
Top Skills:
APIsAWSLog AnalysisMonitoring ToolsSalesforceWorkday FinancialsZuora
What you need to know about the Calgary Tech Scene
Employees can spend up to one-third of their life at work, so choosing the right company is crucial, not just for the job itself but for the company culture as well. While startups often offer dynamic culture and growth opportunities, large corporations provide benefits like career development and networking, especially appealing to recent graduates. Fortunately, Calgary stands out as a hub for both, recognized as one of Startup Genome's Top 100 Emerging Ecosystems, while also playing host to a number of multinational enterprises. In Calgary, job seekers can find a wide range of opportunities.
