Job description
Exercise sound technical and security judgment when evaluating ambiguous or high-risk scenarios involving identity verification, ownership validation, access restoration, and potential compromise events. Investigate highly sensitive security and identity incidents while balancing customer experience, risk mitigation, compliance requirements, and platform protection objectives. Troubleshoot deeply technical identity and security issues across multi-component systems using logs, traces, telemetry, and diagnostic tooling. Review complex cases, validate technical details, identify defects or systemic patterns, and engage senior engineers or product teams when deeper engineering changes are required. Participate in technical triage, incident response, and swarming discussions, contributing investigative findings and helping accelerate resolution paths across globally distributed teams. Collaborate on cross-team and cross-product investigations, coordinating with partner support organizations, Engineering, and other CSS organizations as needed. Collaborate effectively across regions and time zones, partnering with engineers, partner support organizations, and stakeholders worldwide to resolve customer-critical issues and improve operational readiness. Participate in follow-the-sun support models, business-critical incident response activities, and other global support commitments, which may include coverage outside standard business hours, weekends, or regional holidays as required. Provide clear, timely updates that keep customers informed of case status, next steps, and expected timelines. Mentor new or developing engineers, supporting skills ramp, readiness content, and knowledge transfer across partner and FTE communities. Share best practices broadly, contribute to automation and case-deflection assets, and help enhance the quality and efficiency of the Data Protection support model. Identify process gaps, propose improvements, and partner with managers and engineering teams to refine workflows, documentation, and readiness materials. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience English Language: fluent in reading, writing and speaking. Mandarin and/or Korean: fluent in reading, writing and speaking. 3+ years of experience in technical support, escalation engineering, systems administration, security operations, or Tier-3 troubleshooting roles. Demonstrated capability to resolve complex, multi-component technical issues through strong analytical, troubleshooting, and diagnostic skills. Professional written and verbal communication skills in English, with the ability to explain complex technical and non-technical concepts clearly to customers, partners, and internal stakeholders. Strong collaboration skills, with the ability to work effectively across engineering, support, and product organizations in a global environment. Demonstrated ability to make sound decisions in ambiguous, high-pressure situations involving customer security, identity, access management, or business continuity. Ability to manage conflict, maintain professionalism, and navigate sensitive customer interactions with empathy, composure, and sound judgment. A growth mindset, adaptability, and the ability to thrive in fast-paced, evolving environments where priorities, risks, and business needs may change rapidly. Familiarity with cloud security fundamentals, online privacy concepts, identity protection principles, and security-compromise response practices. Bachelor's degree (B.A. or B.S.) in Computer Science, Information Security, Business, or a related field. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *