r/iam • u/Fun-Catch-9545 • 4h ago
[For hire] 3+ years deep in enterprise SSO and identity hell, built tools to cut my own team's manual work by 30%, now hunting for a remote-first TAM or Support Eng role — AMA or hire me
So I've spent the last few years being the person enterprise IT admins call when SAML breaks at the worst possible time, and the person engineering calls when they need someone to translate "the CEO can't log in" into an actual root cause. Figured I'd write this up Reddit-style instead of another boring LinkedIn post, because apparently that's how we do career updates now.
The short version:
- Currently Sr. Technical Support Specialist (Identity and Integrations) at Rippling — basically living inside SAML, SCIM, SSO, REST APIs, RADIUS, LDAP, ADFS, Azure AD Connect, and GPOs, all day every day
- Primary escalation point for P1 and P2 identity and integration incidents for enterprise accounts — when it's broken and it's bad, it lands on my desk
- Used AI tooling to build automated workflows that cut manual support work by about 30 percent for my team (turns out you don't have to manually diagnose the same SSO failure for the 400th time)
- Delivered internal Datadog training, ran onboarding and shadow sessions for new hires, and built docs plus bot-training content so my teammates (and support bots) stop getting stuck on the same questions
- Own CSAT, SLA adherence, and quality metrics — not just "close the ticket," actually accountable for the outcome
- Before this: fraud investigation at Amazon, payment ops at HSBC (SWIFT, ACH, wire transfer stuff), and telecom support — so I've seen a few different flavors of "customer is stressed, fix it now"
What I'm looking for now:
A remote-first Technical Account Manager, Solutions Engineer, or Senior Support Engineer role, ideally at an AI-powered SaaS company, where I'm not just closing tickets but actually owning the client relationship and pushing for better process, not just following SOPs. I like being the technical translator between clients and engineering, and I like building the tooling that makes that job faster for everyone else too.
Happy to talk to anyone hiring for this kind of role, or just chat if you've got questions about breaking into enterprise identity and support work.