Senior Associate, Global Technical Support
Ciena
Switching
Senior Technical Support Engineer
Netradyne
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $85,000 per year
Job Level
Senior
Tech Stack
PythonSQL
About the role
- Provide efficient support assistance, ensuring smooth deployment, integration, and operation of Netradyne’s products
- Troubleshoot and support API integrations, webhook configurations, and customer system workflows
- Assist customers and partners with SSO setup (e.g., SAML, OAuth) and identity-related troubleshooting
- Develop and maintain support documentation, including how-to guides for APIs, webhooks, and SSO setups
- Provide timely and professional support for all products and services
- Maintain accountability and ownership of assigned issues and support tickets
- Participate in QA and validation of new features, especially those involving external system touchpoints
- Help improve internal processes and recommend changes based on technical insights and recurring cases
Requirements
- Bachelor’s degree in technical discipline, Technician Certification, or equivalent experience
- Minimum 3 years’ experience in technical support, preferably supporting SaaS platforms or integrated systems
- Hands-on experience with APIs (REST), webhook-based communication, and scripting integration flows
- Working knowledge of SSO protocols (SAML, OAuth, OpenID Connect) and ability to assist with implementation and debugging
- Proficiency in SQL and Python; able to analyze logs, craft queries, and support data-related issues
- Ability to multitask and collaborate across cross-functional, international teams including Engineering, DevOps, and Customer Success
- Strong written and verbal communication, and ability to translate technical concepts for non-technical users
- Highly organized with strong prioritization skills and attention to detail
- Familiarity with tools such as Postman, curl, browser dev tools, and system log analyzers
- Knowledge of support best practices, including root cause analysis and incident documentation
Benefits
- Company Paid Health Care, Dental, and Vision Coverage for you and most of your dependents
- Generous PTO and Sick Leave
- 401(K) with generous company match
- Disability, Life Insurance and Ancillary Benefits
- And much more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
API integrationswebhook configurationsSSO setupSAMLOAuthOpenID ConnectSQLPythonscripting integration flowsroot cause analysis
Soft skills
multitaskingcollaborationcommunicationorganizational skillsprioritizationattention to detailtechnical translation
Certifications
Bachelor’s degree in technical disciplineTechnician Certification
