Support Engineer – SSO/SCIM

. Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance.

Posted 4/20/2026full-timeRemote • 🇷🇸 SerbiaJuniorMid-LevelWebsite

Key responsibilities & impact

Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance.
Resolving customer issues surfaced through zendesk tickets and for certain customers jumping on live zoom calls to work through open issues.
Serve as the primary escalation point for SSO and SCIM issues raised by enterprise customers through Customer Success and Support
Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and Scribe's backend
Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reach resolution
Schedule and lead live troubleshooting sessions during US business hours for complex or high-priority issues
Partner closely with the WorkOS team to route, escalate, and resolve issues that require vendor involvement
Partner closely with Scribe CS and Support teams to gather context and coordinate customer communication
Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks that enable the broader CS team to handle L1/L2 issues independently
Identify recurring failure patterns and translate them into actionable product feedback for Engineering

What you’ll need

2-4 years of experience in a technical support, integration engineering, or similar customer-facing technical role, ideally at a SaaS company with an enterprise customer base.
Deep IAM fundamentals (must-have). You understand how SAML works end-to-end, the SCIM lifecycle (provision, deprovision, update), user identity models, and common failure modes. You can explain and debug these flows, not just configure them.
Systems thinking and debugging ability (the real differentiator). You can trace a request across systems, read raw logs and JSON payloads, and independently isolate whether a problem is a config issue, a customer misunderstanding, or an actual bug. You should be able to resolve 80-90% of non-product-bug issues without escalating.
API literacy (must-have). You're fluent with REST APIs and comfortable using Postman or curl to replicate, validate, and debug integration issues. You can read API documentation and test endpoints independently.
RBAC and permissions modeling know-how. You understand the relationship between roles, permissions, and groups, and can map IdP group structures to application role models, including the edge cases that trip up most enterprise configurations.
Strong communication across audiences. You can translate a complex technical failure into plain language for an IT admin, and write a precise, engineering-ready bug report for a product team, often for the same incident.

Comp & perks

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Hard Skills & Tools

SSOSCIMIAM fundamentalsSAMLAPI literacyREST APIsRBACpermissions modelingdebuggingJSON

Soft Skills

communicationtroubleshootingsystems thinkingcustomer-facingproblem-solvingcollaborationdocumentationinvestigationescalationcontext gathering