Note: The job is a remote job and is open to candidates in USA. Duende Software provides identity infrastructure through its flagship IdentityServer product, helping organizations secure human and machine identities across modern .NET ecosystems. The Senior Customer Success Engineer will provide deep technical, tier-3 developer support, advise customers on secure .NET identity architectures, resolve complex code-level issues, and relay product feedback to engineering and product teams.
Responsibilities
- Advanced Technical Support & Triage : Own and resolve complex, high-priority technical support tickets. You will dive deep into code, troubleshoot integration bottlenecks, and handle priority triage for enterprise clients and the developer community
- Architecture & Onboarding Consultation: Lead technical onboarding for pre- and post-sales clients. This involves brainstorming system design, helping clients architect secure .NET identity solutions, and solving the technical friction points of adopting Duende’s product suite. This also includes mapping customer architecture into our license tiers, and giving advice on how to improve the architecture
- Engineering Feedback Loop: Act as the direct conduit between the developer community and Duende’s core product team. You will aggregate technical feedback, bugs, and feature requests from the field to directly shape engineering and product decisions
- Educational Content: Work on public documentation, samples, and other content types when needed, fixing gaps you see and turning recurring ticket topics into quick guides
- Technical Account Growth : Build trust through technical competence. By deeply understanding a client's architecture, you will proactively spot optimization opportunities, recommend better technical solutions, and naturally uncover avenues for product upsells and account renewals
- Progress from having response drafts double-checked by the team to achieving the confidence needed to handle most GitHub and priority support tickets independently by the third month
- Work through existing quickstart tutorials, provide actionable feedback and make improvements, and actively contribute to documentation updates based on support ticket insights
- Build a working familiarity with the most common customer integration patterns and the recurring questions around them
- Identify at least one documentation gap or recurring support theme and ship an improvement (a doc update, a new sample, or a product suggestion) that reduces future ticket volume
Skills
- 6+ years of experience in .NET, ASP.NET Core, its authentication/authorization components, and has hands-on experience with IdentityServer
- Experience with OAuth2, OpenID Connect, and general identity management concepts
- Familiarity with software development practices and cloud platforms like Azure, AWS, Google Cloud Platform, etc
- Ability to engage with both developers and non-technical stakeholders to understand their needs, provide technical solutions, and gather feedback for product improvement
- Strong problem-solving skills and patience to handle customer inquiries effectively
- Genuinely passionate about helping customers achieve success with the product, and troubleshooting technical issues
- Self-motivated, with the ability to work independently and take initiative in advocating for both customer success and product improvements
- Commercially inclined, but an engineer at heart
- Experience building single-page applications
- Experience with SAML, WS-Fed, and other identity providers
Benefits
- Remote-first company
Company Overview