Senior Support Engineer
About the role
About Oasis Security
At Oasis Security, we're redefining how enterprises manage access in the age of AI. Every organization deploying AI agents is taking on access risks they can't yet see, and the tools they've relied on were never built for this. We built Oasis to change that. Backed by Sequoia, Accel, and Craft Ventures, we're trusted by dozens of Fortune 500 companies including S&P Global, Mars, and Nationwide, and we're only getting started.
Why Oasis, why now
The access management category is being rewritten in real time, and Oasis is leading it. The problems are genuinely hard, the company is growing fast, and you're early enough to shape both the product and the team.
Summary
We're hiring a Senior Support Engineer as a founding member of our Customer Success organization. You'll be the technical lifeline for Oasis's most strategic enterprise accounts and help architect how the support function operates from day one. This role sits at the intersection of deep technical expertise, identity security, and AI-driven workflow design. If you want to inherit a mature support org and operate inside it, this may not be the right fit. But if you're excited about building a support function from the ground up, we'd love to talk.
What You'll Do
- Lead end-to-end resolution of complex issues across our enterprise customer base, from triage and bug reproduction to root-cause analysis and client-facing communication
- Resolve complex issues across customer identity stacks in both SaaS and on-premise environments
- Investigate distributed systems and data pipeline issues across the Oasis Platform, including NXLog collectors, S3 ingestion pipelines, MongoDB, and Datadog logs
- Partner with Product and Engineering as an equal stakeholder, filing high-quality tickets and quantifying customer health signals to prioritize the right fixes
- Build the support knowledge base from scratch, including troubleshooting guides, internal runbooks, and integration playbooks
- Build AI agents using Claude, Gemini, and MCP servers to automate L1/L2 triage, log analysis, and case routing across Slack, Linear, and Pylon
- Define SLAs, support KPIs, escalation paths, and internal workflows with TAMs, Solution Architects, and Engineering
What we're looking for
- 6+ years in technical support, solutions engineering, or customer-facing engineering within cybersecurity; direct background in identity security (IAM, PAM, IGA, or non-human identity) required
- Deep hands-on experience