Team8 Technical Support/Delivery Engineer 

United States, Oregon 

286342967

Core mission

● Take full ownership of customer issues, from initial troubleshooting to root cause identification and final resolution.

● Exceed customer expectations in response quality, timeliness, and overall experience.

● Provide clear, reliable guidance—both technical and non-technical—to help customers deploy, integrate, and maintain the Orchid solution.

● Act as the primary contact for customer matters, ensuring swift issue resolution.

● Document and report product bugs to Engineering, based on customer-impacting issues.

● Serve as a subject matter expert for Orchid tools within the support team.

● Maintain and contribute to the support knowledge base, fostering a culture of collaboration and knowledge sharing.

● Keep abreast of emerging technologies, industry trends, and best practices in IGA, IDP, IAM, and PAM technologies.

● Think creatively to improve processes and develop innovative ways to provide exceptional customer support.

● Advocate for customers by ensuring timely problem resolution, understanding their environment, and recognizing business impacts.

● 5+ years of customer support, technical support, system administration, or related customer-facing role

● BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.

● Prior experience providing support to large enterprise customers preferably with customer management interaction.

● Cross-platform OS knowledge Mac OS X, Linus and Windows (Server/Desktop)

● Ability to learn new technologies and adapt quickly

● Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person.)

● Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities. Ability to remain calm, composed, and articulate when dealing with tough customer situations.

● Experience documenting customer issues via SFDC or a similar CRM ticketing system

● Experience translating customer issues into engineering centric reports via JIRA or other bug reporting systems

● Broad knowledge of, and experience in, fundamental information security concepts.

● Experience with REST APIs and ability to write basic scripts

● Experience troubleshooting Web apps and an understanding of how a web app authentication works

Why Join Orchid Security?

• Join Orchid Security at an exciting stage and make a real impact on shaping the future of security infrastructure! We’re building cutting-edge technology and looking for brilliant, curious, and creative minds to grow with us.
• Great culture & perks – Competitive benefits, stock options, and exciting growth opportunities.
• Purpose-driven workplace – We actively support local communities and encourage employees to be ambassadors of change.
• If you’re ready for a fast-paced, rewarding journey, Orchid Security is the place to be!