Customer Support Analyst - 1

About the job

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 roleyou'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 24 years of hands-on technical or product support experience at a B2B SaaS companynot just exposure to these technologies, but real SAAS technical product troubleshooting experience. Required Skills