Job Overview
Location
Serbia
Job Type
Full-time
Category
Customer Support
Date Posted
April 22, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary SSO and SCIM configuration onboarding point of contact for enterprise customers requiring assistance with identity and access management integrations.
- • Resolve customer issues surfaced through Zendesk tickets and lead live Zoom troubleshooting sessions during US business hours for complex or high-priority access and provisioning discrepancies.
- • Act as the dedicated technical expert owning the SSO and SCIM experience for Scribe’s largest customers, ensuring seamless identity and access management that meets enterprise-grade reliability expectations.
- • Partner with Support, Customer Success, Engineering, and WorkOS to triage, investigate, and resolve issues across customer-reported context, WorkOS data, and Scribe’s backend systems.
- • Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks to enable broader team efficiency and knowledge sharing.
- • Translate recurring failure patterns into actionable product feedback for Engineering, directly influencing product improvements and enterprise retention.
- • Work independently to trace requests across systems, analyze raw logs and JSON payloads, and isolate root causes—whether configuration, misunderstanding, or bug—without relying on predefined runbooks.
- • Operate from Belgrade, Serbia, with working hours aligned to 9AM–5PM Eastern Time (USA) to support enterprise customers during their business day.
Skills & Technologies
About Scribe
ScribeHow.com is the fastest way to turn any process into a step-by-step visual guide. Our AI screen recorder watches your workflow, auto-writes crystal-clear instructions, adds annotated screenshots, and publishes a branded, shareable how-to in minutes. Replace endless Zoom walk-throughs, stale PDFs, and ticket backlogs with living docs that customers, teammates, and new hires can replay, search, and translate instantly. Built for SaaS onboarding, SOPs, support, and training, ScribeHow slashes ramp-up time, cuts support volume, and keeps knowledge always up to date so teams scale without slowing down.
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