Technical Support Engineer L1 and L2

Why this role exists

TraineryHCM is a multi-module HCM platform — PerformSpark (performance), CompBldr (compensation), TraineryLEARN (learning), TraineryCORE, and TraineryXchange (content marketplace) — built on a shared skills ontology with an agentic AI layer, TrAI.

Support today is absorbed by engineering. That is expensive and it does not scale. You will be the first person whose full-time job is customer resolution — which means you own both the queue and the system that runs it. There is no playbook here. You write it.

Roughly 60% of your time is resolving tickets. The other 40% is building the support function so that the next three hires inherit something real.

What you'll do

Resolve

Own L1 and L2 for all modules: triage, reproduce, isolate to config vs. data vs. defect, then resolve or escalate with a written reproduction.

Debug across the stack — browser devtools and network waterfall on the Next.js frontend, request/response and application logs on the FastAPI backend, edge and caching behaviour on Vercel and Cloudflare.

Write SQL against tenant data to investigate discrepancies: org hierarchy mismatches, missing review assignments, comp cycle eligibility, LMS completion records that don't reconcile.

Own the three categories that generate most enterprise HCM support load:

SSO failures — SAML assertion and attribute mapping, OIDC, Okta and Entra ID quirks.

Provisioning drift — SCIM and HRIS feeds that silently stop syncing, orphaned or duplicated employee records.

Bulk import errors — employee master, org structure, comp data, and the encoding, delimiter, and validation failures that come with them.

Troubleshoot SCORM and xAPI content packaging and playback in TraineryLEARN.

Triage TrAI copilot quality reports: capture the prompt, tenant context, grounding data, and output; separate configuration and data problems from genuine model behaviour; hand engineering a case they can reproduce.

Plan for cycle season. Review windows and comp planning cycles concentrate volume into a few weeks a year. Be the person who forecasts that instead of being buried by it.

What we need

3–6 years supporting a B2B SaaS product with enterprise customers, at least two of them at L2 or above.

SQL — you write joins and aggregates against a production replica without supervision, and you know what you're allowed to touch.

HTTP and REST fluency — read a request and response, interpret status codes, work in Postman or curl, read structured logs.

Browser devtools — network waterfall, console errors, HAR captures you can attach to a ticket.

Hands-on SSO and directory troubleshooting — SAML, OIDC, SCIM or file-based feeds. This is not a "familiar with" requirement.

Writing. Most of this job is written English read by a US-based HR Director or IT admin. Clear, calm, specific, no filler.

Judgment with sensitive data. You will have access to salary, performance ratings, and employee PII. Non-negotiable.

Willing to work the US-overlap shift.

Nice-to-Have

HCM, HRIS, or LMS background — Workday, SuccessFactors, Darwinbox, Keka, Cornerstone, Docebo, or similar.

SCORM, xAPI, LTI.

Python — enough to read FastAPI code and write a script that repairs a data problem.

CRM basics; we sync to it.

You've been the first support hire somewhere before.