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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.
You will join the Customer Success team as a Technical Support Developer, serving as a technical bridge between Tier 1/2 Support Engineers and the R&D organization. This is a hands-on technical role that combines deep product troubleshooting with engineering-level problem-solving and team enablement.
Key Responsibilities:
- Diagnose and resolve complex, development-level technical escalations requiring deep product knowledge, code inspection, and specialized fixes
- Act as the primary technical liaison between support and product development teams, accelerating bug fixes, patches, and feature improvements
- Design, build, and maintain advanced debugging scripts, automation utilities, and diagnostic tools to streamline support workflows
- Lead scheduled off-hours technical engagements including planned software upgrades, critical system migrations, and high-priority maintenance windows
- Lead post-incident root cause analysis (RCA) for critical customer issues and recommend long-term product fixes
- Create detailed technical documentation, troubleshooting guides, and post-mortem write-ups to strengthen the internal knowledge base
- Develop and deliver technical training programs to upskill Tier 1 and Tier 2 Support Engineers on product architecture and advanced debugging techniques
- Provide Tier 1/2 support coverage on an as-needed basis during peak volumes, complex edge cases, or coverage gaps
Requirements:
- 5+ years in technical support, solutions engineering, or similar roles bridging support and engineering organizations
- Advanced debugging proficiency (log/trace analysis, packet inspection, TCP/IP, performance metrics) and strong development experience in JavaScript, Python, Node.js, Go, or React
- Deep understanding of enterprise IAM systems, Active Directory, MFA, and authentication protocols (SAML, OAuth, OIDC, Kerberos, NTLM)
- Hands-on knowledge of Linux, Windows, and cloud platforms (Azure, AWS, GCP); strong grasp of network protocols and API integration troubleshooting across diverse architectures
- Hands-on use of AI coding and reasoning tools (Claude, ChatGPT, Copilot, Cursor, and similar) in real production work
- Exceptional English communication skills; ability to articulate technical details to both technical and non-technical stakeholders
- Willingness to work rotating shifts and participate in after-hours critical calls, maintenance windows, and system upgrades
- Bachelor's degree in Computer Science, Software Engineering, Cybersecurity, or equivalent experience (a plus)
- Willingness to travel up to 10% of the time
