Customer Technical Support Engineer

Technical Support Engineer
Shift timings: US EST (5 PM - 2 AM IST)
Location: Whitefield, Bangalore
Reporting Manager: Manager - Global Support & Solutions
About Zluri: Securing the AI Future
Zluri (an Infotech company) is an identity security platform built for autonomous enterprises. It gives organizations complete visibility and control over human and non human identities across SaaS, cloud, and on premise systems. By automating access governance, lifecycle management, and security enforcement, Zluri eliminates manual identity operations and reduces risk. Security and IT teams can ensure the right identities have the right access at the right time, while enabling the enterprise to operate faster, safer, and with greater autonomy. As part of Infotech, Zluri brings its application discovery and identity governance capabilities to CIO Analytics, Infotech’s API-driven advisory platform
Roles and Responsibilities:
Work directly with customers to understand issues, gather context, and guide them toward resolution
Take end-to-end ownership of customer issues, including investigation, communication, escalation, and follow-through until resolution
Troubleshoot problems across the Zluri platform, spanning integrations, APIs, workflows, configurations, and data flows
Support customers in using and adopting new and evolving product capabilities, including identity and governance-related features
Communicate clearly and proactively with customers throughout the support lifecycle, setting expectations and providing updates
Collaborate with Engineering to debug complex issues and provide clear, actionable problem statements
Translate customer pain points and recurring issues into meaningful inputs for Product and Engineering teams
Engage with customers beyond tickets when deeper investigation or collaboration is required (e.g., calls, screen shares)
Create and maintain documentation, troubleshooting guides, and internal runbooks to improve efficiency and customer self-service
Required Skills & Experience
2–5 years of experience in a customer-facing Technical Support, Solutions Support, or similar role in a B2B SaaS company
Strong understanding of SaaS products, cloud-based systems, and integrations
Experience troubleshooting APIs, data flows, and configuration-driven behavior
Practical familiarity with concepts such as users, permissions, roles, and access-related workflows
Ability to explain technical issues clearly to customers with varying levels of technical expertise
Strong ownership mindset, problem-solving skills, and customer-first attitude
Experience working with ticketing and issue-tracking systems
Nice to Have
Exposure to IAM or IGA concepts
Experience supporting enterprise or IT-focused SaaS products
Familiarity with identity providers, SSO, or provisioning standards (e.g., SCIM, SAML, OAuth)
Experience working closely with Customer Success or Account teams
Basic scripting, querying, or automation experience
What Success Looks Like
Customers feel heard, supported, and confident in the solutions provided
Issues are owned and resolved efficiently with clear, consistent communication
Complex customer problems are broken down and addressed systematically
Strong trust is built with customers through reliable, high-quality support
Product and Engineering teams benefit from clear feedback, customer insights, and well-documented issues
You become a trusted problem solver across multiple areas of the Zluri platform
Empowering Diversity, Championing Inclusivity
Zluri values diversity and inclusivity and fosters an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status

Work arrangement
Hybrid