Principal Developer Support Engineer - Builder Experience
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.
Below is the annual salary range for candidates located in Canada. Your actual salary will depend on factors such as your skills, qualifications, and experience. In addition, the company offers equity (where applicable), bonus, and benefits, including health, dental, and vision insurance, RRSP with a match, healthcare spending, telemedicine, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program, please visit: company.com/can.
The annual base salary range for this position for candidates located in Canada is between:$140,000—$192,500 CADThe 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.
Notice for New York City Applicants & Employees: the company may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please
the companyThe foundation for secure connections between people and technologythe company is the leading independent provider of identity for the enterprise. The the company Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, the company customers can easily and securely use the best technologies for their business. More than 19,300 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust the company to help protect the identities of their workforces and customers.
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