Technical Support Engineer - Federal (IAM)

TL;DR

Technical Support Engineer - Federal (IAM): Supporting the identity infrastructure of the U.S. Federal Government with an accent on Identity and Access Management (IAM) and FedRAMP environments. Focus on troubleshooting complex synchronization errors, managing identity lifecycle across platforms, and resolving network-layer impediments.

Location: Must be a U.S. Citizen residing on U.S. soil. Hybrid positions available in Bellevue, WA; Chicago, IL; and Washington, DC.

Salary: $114,000 — $157,300 USD

Company

hirify.global is a leading identity provider building the trusted infrastructure that enables organizations to safely embrace AI and secure every identity.

What you will do

• Manage customer issues end-to-end from initial contact through troubleshooting and root cause identification to final resolution.
• Act as a primary bridge between federal customers and the company to ensure a deep understanding of business impacts.
• Consistently meet or exceed KPIs related to response quality, timeliness, and overall customer experience.
• Collaborate with the Engineering team to document bugs and provide detailed technical information for product issues.
• Operate on a fixed night shift schedule (Monday through Friday, 15:00 to 00:00 Pacific Time).
• Participate in regular weeklong and weekend on-call rotations and holiday coverage.

Requirements

• Must be a U.S. Citizen residing on U.S. soil.
• 5+ years of experience in enterprise technical support or a similar high-touch, customer-facing technical role.
• Hands-on experience with IAM protocols including SAML, SSO, LDAP, and WS-Federation.
• Expertise in Active Directory, Entra ID (Azure AD), and hirify.global, specifically regarding synchronization and identity lifecycle management.
• Proven ability to isolate network-layer impediments using tools like Wireshark, Fiddler, and DNS lookup.
• Experience supporting major SaaS applications such as Office 365, Google Workspace, Salesforce, and Workday.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Financial security with a 401(k) plan and flexible spending accounts.
• Generous paid leave, including PTO and parental leave.
• Immersive in-person onboarding experience to accelerate impact and team connection.
• Access to a global community of innovators across over 20 offices worldwide.