Senior Technical Support Engineer

Simpplr is the AI-powered intranet for unifying the digital workplace. It brings people, trusted knowledge, apps, and agents into a coherent digital experience. Powered by a proprietary EX Knowledge Graph, Simpplr synthesizes signals and context across connected systems to deliver personalized information and actions. The platform serves as a digital hub supporting communications, engagement, employee services, and work. With low-code extensibility and enterprise-grade security and governance, Simpplr enables confident operation at scale. More than 1,000 organizations — including AAA, the NHS, Penske, and Moderna — trust Simpplr to keep their workforce informed, aligned, and productive. Learn more at simpplr.com.

Job Overview:

As a company experiencing rapid growth, Simpplr is looking for an experienced Sr. Technical Support Engineer with strong expertise in Identity, Provisioning, and HRIS integrations to join our Technical Support team.

In this role, you will act as a technical expert for enterprise customer integrations involving systems such as Okta, Microsoft Entra ID, Workday, Azure AD, SCIM provisioning, SAML/SSO authentication, and HRIS-driven user synchronization workflows.

You will work closely with enterprise customers to troubleshoot and resolve complex people-data synchronization issues, provisioning failures, custom attribute mapping challenges, onboarding/offboarding workflows, and HRIS migration scenarios (for example: Okta to Entra ID transitions).

This role is ideal for someone who enjoys a combination of:

• Deep technical troubleshooting
• Enterprise identity and provisioning systems
• Customer-facing problem solving
• Cross-functional collaboration
• Fast-paced SaaS environments

Strong written communication skills, ownership, and customer empathy are critical for success in this role.

Your Job Responsibilities: 

• Troubleshoot and resolve complex technical issues experienced by Simpplr customers post-implementation
• Serve as a subject matter expert for identity, provisioning, and HRIS integrations
• Investigate and resolve issues related to:
• SCIM provisioning and deprovisioning
• SSO/SAML authentication
• User lifecycle management
• Employee profile synchronization
• Attribute mapping and transformation
• HRIS data inconsistencies
• Group and role provisioning
• Support integrations involving systems such as Okta, Microsoft Entra ID/Azure AD, Workday, BambooHR, SuccessFactors, and other identity or HR platforms
• Assist customers during migration scenarios between identity or HR systems (example: Okta to Entra ID)
• Review, triage, troubleshoot, and escalate customer-reported issues, admin requests, and feature requests
• Collaborate closely with Product, Engineering, Customer Success, and Implementation teams to drive issue resolution
• Analyze API requests, provisioning logs, synchronization workflows, and backend application logs to identify root causes
• Run incident management processes for customer-impacting outages
• Reproduce, debug, and validate issues in lower environments when needed
• Create and maintain internal troubleshooting documentation, integration runbooks, and knowledge base articles
• Contribute to continuous improvement initiatives around support processes, integration reliability, and customer experience

What makes you a great fit for the team:

• 2 - 7 years of experience in a customer-facing Technical Support, Integration Support, Solutions Engineering, or Technical Consulting role
• Strong hands-on experience with Identity and Access Management (IAM) platforms such as:
• Okta
• Microsoft Entra ID / Azure AD
• OneLogin
• Ping Identity
• Experience supporting HRIS platforms such as:
• Workday
• BambooHR
• SAP SuccessFactors
• ADP
• HiBob
• Strong understanding of:
• SCIM provisioning
• SAML/SSO authentication
• OAuth/OIDC concepts
• User lifecycle management
• Identity federation
• Directory synchronization
• Experience troubleshooting user sync, provisioning, and profile attribute mapping issues
• Strong understanding of APIs and integration workflows
• Experience working with CSV-based imports, automated schedulers, and enterprise data synchronization processes
• Strong experience troubleshooting modern web applications across front-end and back-end layers
• Solid understanding of database technologies (SQL, MongoDB, Postgres)
• Experience analyzing logs and monitoring tools such as Coralogix, CloudWatch, Kibana, Splunk, Observe, or Loggly
• Hands-on experience with scripting/programming languages such as JavaScript/Node.js or Python
• Familiarity with distributed systems and related technologies such as Redis and Kafka
• Experience with cloud platforms such as AWS, Azure, or GCP
• Comfortable using support and engineering collaboration tools such as Zendesk, Jira, and Salesforce Service Cloud
• Ability to reproduce, debug, and validate technical issues independently

• Excellent written and verbal communication skills
• Comfortable working directly with enterprise customers and handling escalations
• Able to explain technical concepts clearly to both technical and non-technical audiences
• Comfortable joining live troubleshooting calls with customers to investigate issues, gather evidence, and provide resolution updates
• Strong ownership, project management, prioritization, and stakeholder management skills

• Passionate about delivering exceptional customer experiences
• Highly proactive and solution-oriented
• Comfortable working in fast-paced, high-growth SaaS environments
• Collaborative mindset with strong cross-functional partnership skills
• Curious about enterprise technologies, integrations, and identity systems
• Positive team player with strong accountability and ownership
• Flexible to support global customers across different time zones

Preferred but not required:

• Experience supporting employee experience, intranet, or collaboration platforms such as Jive, LumApps, SharePoint, or Confluence
• Prior experience with enterprise identity migrations or HRIS implementation projects
• Exposure to provisioning standards and directory services
• Degree in Computer Science, Computer Engineering, or related field

We value the real you. To ensure a fair and authentic experience for everyone, we ask that you do not use AI tools (such as real-time answer generators, transcription apps, or note-taking bots) during your interview

Our process is designed to hear your unique story, thought process, and lived experience in real-time. Use of unauthorized AI tools may result in disqualification, as we want to ensure every candidate is evaluated on their own individual merits. We’re excited to meet the person behind the resume!

If you need assistive technology or AI tools for accessibility (e.g., live captioning), please notify your recruiter in advance. We are committed to providing an inclusive interview experience.

• Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
• Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis. 
• Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.