Technical Support Developer

About The Position
Silverfort is a cyber-security startup that develops a revolutionary identity protection platform. Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.
Silverfort has been widely recognized as an industry innovator, being named "Best of MFA award" from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Award for Best Identity Access Management platform for its agentless secure authentication and zero trust platform by Astors.
We are looking for a Technical Support Developer to join our growing team. In this unique role, you will work with our Support Engineers and respective R&D Teams to diagnose and help to resolve complicated product issues in customer environments. You will also work with other groups such as Customer Success, Product Management, Sales and more to improve our overall product and technical processes.
Responsibilities

• Resolve complex and development-level technical support cases
• Oversee critical customer escalations and provide technical guidance & workarounds when necessary
• Act as a technical bridge between Support and Product Development teams
• Help to build and maintain advanced debugging scripts, tools, systems, and internal utilities for the support team
• Lead root cause analysis for critical issues and drive product improvements
• Create and maintain comprehensive technical documentation for complex issue resolutions and update/maintain internal knowledge base
• Analyze trends in Support to identify recurring issues, propose data-driven product improvements, and contribute to the long-term support strategy
• Develop and deliver advanced technical training programs for the support organization
• Participate in on-call program and escalation procedures stepping in for leadership as required

Requirements

• Proven track record of innovative problem-solving in complex technical environments
• Demonstrated ability to resolve business-critical issues and design architectural solutions
• Extensive experience with API integration and advanced technical troubleshooting across diverse technical implementations
• Advanced proficiency in interpreting complex application logs, performance metrics, and network traces
• Strong development experience preferred in multiple programming languages, with demonstrated expertise in at least one or more of the following: JavaScript, Python, React, Node.js, and Go
• Comprehensive understanding of cloud technologies, including Azure, AWS, and other cloud platforms
• Advanced networking skills, including proficiency in network troubleshooting, TCP/IP protocols, network configuration, and network performance analysis
• Expertise in enterprise identity and access management systems
• Deep technical knowledge of Linux, Windows, Active Directory, and enterprise authentication architectures
• Technical degree in Computer Science, Cybersecurity, or related field (or equivalent professional experience)
• Proven capability to influence product direction through strategic technical leadership
• Exceptional communication skills enabling effective engagement across all organizational levels
• Strong analytical skills for identifying systemic issues and developing proactive solutions
• Ability to work flexible hours to support global incident management
• Willingness to travel up to 10% of the time for on-site technical engagements