Principal Developer Support Engineer - Builder Experience (BX)

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. the company secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

The Role You are a deep technical architect. Whether it's a Fortune 500 CTO or a startup founder, you know how to read the room and steer it. You have handled enough OAuth token flows, SCIM failures, and multi-product integration edge cases to spot root issues fast. In this role, you will help shape how developers understand identity at scale.

You serve as the top technical escalation point for our support team. You are our domain expert. You influence product roadmaps. You mentor engineers. You challenge standard practices. You raise the bar across the entire global team. You handle ambiguity well. You operate with full autonomy. You focus on delivering outcomes that unblock our most complex accounts.

What You Do Strategic Escalations and Architecture *This is not primarily a queue role. You will mostly engage on cases that exceed senior engineer scope, the ones that need architecture judgment, not triage.*

End-to-End Ownership:

Resolve our most complex developer cases, including multi-product architectures, ISV integration designs, and strategic account escalations.

Cross-Functional Bridge:

Serve as the technical link between Developer Support and ISV Partnerships, working directly with strategic partners on integration design.

Architectural Consulting:

Join customer and partner calls to advise on architecture and resolve issues beyond standard support scope.

Product and Executive Engagement

Roadmap Influence:

Partner with Product Management and Engineering to advocate for customer needs, surface systemic integration issues, and shape the the company WIC product roadmap.

Strategic Advisory:

Act as a trusted technical advisor for key accounts, stepping into critical customer situations to manage risk and deliver resolutions.

Internal Alignment:

Build relationships across Product, Engineering, ISV Partnerships, and Operations to push key initiatives forward.

Team Leadership and Operations

Mentorship:

Coach Senior DSEs on complex technical cases, time management, and customer handling to elevate the whole team.

Knowledge Infrastructure:

Build and maintain core resources like runbooks, internal best practices, and training materials, ensuring visibility across global regions.

Team Upskilling:

Lead technical reviews and team learning sessions to address skills gaps and roll out new product knowledge.

Change Advocacy:

Champion new tools and processes, helping the team adopt and implement changes effectively.

What You Bring Minimum Qualifications

Experience:

8+ years in technical support, developer relations, solutions engineering, or software development with significant customer- or partner-facing experience.

Education:

BA/BS/MS in Computer Science, Software Engineering, or equivalent hands-on experience.

Cloud Native Approach: : Broad experience across multiple cloud platforms (Azure, AWS, GCP) and containerization (Docker, Kubernettes).

AI Forward Approach:

knowledge of MCP servers and have worked with Claude, CodeEx, etc.

Identity \& Protocols:

Expert-level understanding of OAuth 2.0, OpenID Connect, and SAML (protocol debugging level, not just basic setup).

SCIM Provisioning:

Hands-on experience with enterprise-scale SCIM, including schema design, provisioning flows, attribute mapping, and common failure patterns.

Programming \& APIs:

Fluent in at least one statically typed language (*Java, .NET, Go*) and one dynamically typed language (*Python, JavaScript/Node.js*). Comfortable writing repros, reading code, and analyzing HTTP traces or OpenAPI specs.

Engineering Mindset:

Deep understanding of the software development lifecycle. You engage engineering peers as a technical equal — not as a support escalation path.

Communication:

Clear, adaptable communication style capable of shifting from troubleshooting with an engineer to advising a VP on the same day.

Location:

Based in Canada *(Toronto, Ottawa, or Montreal preferred)*.

Nice to Have

Experience building or supporting integrations with ISVs or technology partners at scale.

Familiarity with the the company ecosystem (*Workforce Identity Cloud, OIN, or IPSIE/NHI*).

Background with enterprise SaaS tools (*Workday, ServiceNow, Salesforce*) or API gateways (*Kong, MuleSoft*).

Prior experience in Forward Deployed Engineering, Solutions Engineering, or DevRel.

Experience in regulated industries (*financial services, healthcare*) where integration requirements carry compliance constraints.

Familiarity with modern auth standards beyond core OIDC (*FIDO2, passkeys, device trust flows*).

Location and Hours This is a Hybrid role with a working schedule from 9AM - 6PM EST.

Our team covers North American and EMEA hours. This location offers strong time overlap, providing natural alignment with EMEA afternoons while covering US commercial accounts during peak hours.

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The the company Experience

Supporting Your Well-Being

Driving Social Impact

Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

the company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

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