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Opal Security is building modern identity governance for the AI era—intelligent access management that empowers enterprises to move fast while staying secure.
You will be the technical owner of customer experience post-sale at Opal. When a customer's access workflow breaks or a new enterprise team needs to go live, they should be able to count on you as the engineer who knows Opal inside out.
Key responsibilities:
- Serve as technical support lead for enterprise customers. Own tier 2/3 issues from tickets and Slack channels, investigate bugs and misconfigurations, and escalate to engineering with clear reproductions. Stay accountable until resolution and meet defined response targets by severity.
- Drive technical adoption by helping customers expand Opal across teams, apps, and resources. Run enablement sessions and office hours, identify configuration and usage patterns that signal problems or opportunities, and share findings with the Strategic CSM.
- Lead customer implementations from technical kickoff through go-live. Design integration plans covering identity provider and SSO setup, SCIM provisioning, cloud and app integrations, and Terraform or API-based configuration.
- Contribute to documentation, sample code, runbooks, and troubleshooting guides. Turn recurring issues into articles or escalate to product for fixes.
- Build the support and implementation playbook. Define severity levels, escalation paths, handoffs to engineering, and implementation checklists. Choose tooling and automate repetitive work.
- Close the loop between customers and product/engineering. Log and prioritize bugs, bring structured customer feedback to the team, and test fixes with customers.
You'll work hand in hand with the Strategic CSM, who owns executive relationships, so you can stay close to the product and code.
REQUIREMENTS:
- 5+ years in a customer-facing technical role (technical support engineer, solutions engineer, technical account manager, implementation consultant, or customer success engineer, ideally in security or identity SaaS)
- Strong knowledge of identity and access: SSO, SAML, OIDC, OAuth, SCIM provisioning, identity providers (Okta, Entra ID), and enterprise access management
- Hands-on experience with cloud platforms (AWS, Azure, or GCP) and infrastructure as code (Terraform, Kubernetes)
- Proven track record running customer implementations from kickoff to go-live, including scoping and risk management
- Clear written and verbal communication; ability to stay calm and precise when customers are frustrated
- Experience with ticketing/support platforms (Zendesk, Linear, Jira) and desire to design severity levels, runbooks, and playbooks
- Comfort working at early-stage companies (Series A-C) and building process in a fast-moving environment. (Note: early-stage experience preferred but not required if you have the drive.)
