Customer Support Analyst - 1

About the Company

Brightedge is a leader in enterprise SEO and content marketing technology, empowering global brands to optimize their digital presence and drive measurable business results. Our platform serves some of the world's largest organizations, and we're looking for a skilled Product Support Engineer to ensure our customers get the most out of our technology.

Please Note - Candidates with Production Support, Infra Support, Desktop / Application Support experience will be auto rejected, hence need not apply.

About the Role

We're seeking a Product Support Engineer to join our Support organization. In this role, you'll be the technical escalation point for complex integration and API-related issues, working directly with enterprise customers to diagnose, troubleshoot, and resolve sophisticated technical challenges. This is not a traditional support role—you'll be expected to dive deep into code, trace API calls, debug SSO implementations, and own problems end-to-end. This is a remote position requiring availability during EST business hours, with the ability to collaborate asynchronously with global engineering teams.

Responsibilities

• Own Technical Escalations: Serve as the subject matter expert for REST API troubleshooting, analyzing JSON payloads, and interpreting HTTP status codes to diagnose root causes in production environments.
• Debug SSO & Identity: Troubleshoot SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC) implementations; diagnose IdP misconfigurations and resolve token/assertion errors with identity providers like Okta, Azure AD, and similar platforms.
• Integration Investigation: Debug complex third-party integration failures, tracing data flow between Brightedge and customer systems to identify breaking points.
• Ticket Management: Document all investigations in Zendesk/Salesforce with structured, audit-ready case notes that capture technical findings, reproduction steps, and resolution paths.
• SLA Delivery: Consistently meet and exceed SLA commitments while managing a queue of high-priority technical issues with competing urgency.
• Knowledge Building: Contribute to internal knowledge bases and customer-facing documentation to reduce repeat issues and enable self-service.

Qualifications

2–4 years of hands-on technical or product support experience at a B2B SaaS company—not just exposure to these technologies, but real SAAS technical product troubleshooting experience.

Required Skills

• Deep practical knowledge of REST APIs, JSON structures, and HTTP debugging—you can read API documentation and immediately identify where things are breaking.
• SSO Protocol Expertise: Solid understanding of SAML 2.0, OAuth 2.0, and OIDC flows; comfortable diagnosing certificate issues, assertion failures, and configuration mismatches.
• Debugging Tools: Proficiency with Postman, Fiddler, Chrome DevTools, or similar tools to trace and analyze network requests.
• Identity Provider Familiarity: Direct experience with Okta, Azure AD, or comparable IdP platforms from a troubleshooting perspective.
• Communication Skills: Ability to translate complex technical findings into clear, actionable explanations for technical and non-technical customer stakeholders.
• Remote Discipline: Self-directed work style with proven ability to own issues independently, collaborate asynchronously across time zones, and maintain productivity in a distributed environment.

Preferred Skills

What Success Looks Like:

• You resolve complex API and SSO issues that others can't crack, becoming the go-to engineer for technical escalations.
• Customers trust your technical judgment and appreciate your clear, jargon-free communication.
• Your ticket documentation is so thorough that engineers can pick up where you left off without missing a beat.
• You consistently hit SLA targets while maintaining high customer satisfaction scores.
• You proactively identify patterns in issues and suggest product or documentation improvements.