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Silverfort is a fast-growing identity security platform trusted by over 1,000 customers, including many Fortune 100 companies. The company secures identities and access at runtime across on-premises and cloud environments for humans, machines, and AI agents.
In this Technical Support Developer role, you will bridge the gap between the Support organization and R&D teams. You'll own complex, development-level technical support cases and critical customer escalations, diagnosing and resolving complicated product issues in customer environments. You'll act as the technical authority for the support team, leading root cause analysis on critical issues and driving resulting product improvements.
Key responsibilities include:
- Resolving complex technical support cases and owning critical customer escalations, providing technical guidance and workarounds
- Serving as the technical bridge between Support and Development, leading root cause analysis and driving product improvements
- Building and maintaining advanced debugging scripts, tools, and internal utilities for the support team
- Creating and maintaining comprehensive technical documentation for complex issue resolutions and updating the internal knowledge base
- Analyzing support trends to identify recurring issues and proposing data-driven product improvements
- Developing and delivering advanced technical training for the support organization
- Participating in on-call rotations and stepping in for leadership as required
You'll work cross-functionally with Customer Success, Product Management, Sales, and other groups to improve overall product and technical processes.
Requirements:
- Proven track record of innovative problem-solving in complex technical environments, including resolving business-critical issues, designing architectural solutions, and identifying systemic problems
- Advanced troubleshooting across diverse technical implementations, including API integrations and interpreting complex application logs, performance metrics, and network traces
- Strong development experience with demonstrated expertise in one or more of: JavaScript, Python, React, Node.js, or Go
- Deep technical knowledge of enterprise identity and access management, Linux, Windows, Active Directory, and authentication architectures
- Comprehensive understanding of cloud platforms (Azure, AWS) and advanced networking skills, including TCP/IP protocols, network configuration, and performance analysis
- Exceptional communication and technical leadership skills; ability to engage effectively at all organizational levels and influence product direction
- Technical degree in Computer Science, Cybersecurity, or related field (or equivalent experience)
- Based on West Coast; flexibility for global incident coverage and up to 10% travel required
