Senior Technical Support Engineer- Remote

Who We Are: Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized products for over 17 million global customers. Our Mass Customization Platform consists of modular, multi-tenant services. Our businesses can choose the solutions that work for them, or assemble any custom combination they need.

This makes it easier and faster to do things like introduce new products, reach customers and track orders. Just last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. This position will operate in a role for our Access Domain team, supporting authentication and authorization services that are used by engineering teams across all of the Cimpress businesses.

What we are looking for: We are searching for an energetic, self-motivated Senior Technical Support Engineer with strong technical, analytical, organizational, and collaboration skills to work on the Access Domain support team. You are comfortable in a rapidly evolving environment, taking on new and diverse responsibilities based on the needs of the business. You are self-directed with a strong bias for action who takes accountability for your performance and are comfortable working independently or on cross-functional, global teams.

You have an understanding of authentication and authorization protocols, and have experience exercising your “soft skills” to communicate with and influence multi-cultural teams to achieve success with your technical insights. What will you do: Serve as a domain expert for our sophisticated, multi-tenant permission management system used throughout Cimpress, Vista and our other businesses. Serve as a domain expert on OAuth and OIDC, and support the use of Auth0 as our federated identity provider for authentication across our platform.

Own, manage and troubleshoot SSO configurations between Auth0 and third-party applications. Work alongside our Software Engineers and Product Managers to support the users of our REST API product suite and user interfaces for authentication and authorization. Support customers with requests related to our internal authorization tool and build permission models for role-based access control (RBAC).

Routinely collaborate with our customers (both internal and external) to troubleshoot issues, model their business problems, and report these insights back to our development roadmap with new JIRA stories. Manage multiple intake channels for support requests (Slack, email, ticketing system) and take ownership of prioritizing and resolving these requests. Work with a global team and interface with customers and team members across USA, European and South Asian time zones.

Work effectively remotely (i.e. from one’s home), including with a reliable internet connection. Preferred qualifications: ● Expertise or a strong interest in authentication and authorization models, including an understanding of application grant types, token exchanges, RBAC models, and other concepts. Basic understanding of internet concepts such as HTTP, authentication, networking, APIs, browsers and cookies, client-server relationships, and e-commerce websites with checkout flows.

Excellent oral and written communication skills, with a proficiency in English. Ability to comprehend technology and learn new skills and concepts at a fast pace. Ability to work independently and apply good judgement.

Must Have: Bachelor’s degree in Mathematics, Computer Science, Engineering, or any related field. 4+ years of experience in a technical support or technical customer service role. Excellent communication and interpersonal skills, capable of influencing and collaborating across diverse teams. As a Senior Technical Support Engineer, you'll be expected to collaborate with multiple teams across the globe, understand the business domain, design solutions, and shape technical direction without requiring much direct supervision and direction.

Why You'll Love Working Here: We strive to give you everything you need to learn, grow, and succeed and take a step forward in your learning journey – and your life. Through constant learning, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. At Cimpress, we put great importance into the wellbeing of our employees, which is why we offer perks that ensure an excellent work/life balance.

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create,we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more.

The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses,innovate and improve. Equal Opportunity Cimpress is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status, or any other basis protected by applicable law.