Senior Customer Success Engineer

Job Description

The Company

Duende Software is defining the identity infrastructure category. Trusted by more than 2,500 organizations worldwide, Duende and our flagship product, IdentityServer, help the world’s most discerning organizations secure the identities of their users.  After a decade of open source innovation, Duende IdentityServer was launched in 2020 to provide the world’s most customizable, extensible identity infrastructure for securing human and machine access and identity across modern .NET ecosystems and beyond.

With accelerating demand, strong financial performance, and a product roadmap expanding into federation, non-human identity, and modern developer tooling, Duende is expanding the technical support team. A Customer Success Engineer is key in supporting our customers and Duende's mission.

The Role

Duende’s market is deeply technical. Our audience is made up of senior .NET developers, architects, engineering leaders, and security-conscious teams who evaluate products through documentation, code examples, search results, technical communities, peer recommendations, and the credibility of our thinking. 

We are hiring a Customer Success Engineer to support our audience. At Duende, this role is a deep-tech tier-3/developer support position within our Customer Success team. You will act as a senior technical peer to external software developers building secure .NET applications. Instead of managing typical account health metrics, your day-to-day focuses on solving complex code-level issues, and acting as a hands-on identity and access management (IAM) advisor.

We're looking for someone with deep technical knowledge of ASP.NET Core in production, and is familiar with authentication and authorization, and ideally has worked with IdentityServer in the past. 

Success in this role requires strong technical experience, clear communication, and the ability to self-direct and manage a variable workload. You'll work closely with the border Customer Success team, Product, Engineering, Sales, and external contributors.

What You Will Do

As Customer Success Engineer, you will work on various areas of our Customer Success team's workload.

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.

Also know that creativity is never restricted. You are an engineer. If you build something cool, uncover a weird edge-case, or want to write a deep-dive on an area of personal interest, speak at a conference, work on a video, …, you have a permanent green light to do so.

About You

You're an engineer at heart, with a strong background in .NET and a deep understanding of authentication, authorization, and ideally IdentityServer. You bring commercial awareness, understanding how technical decisions map to business outcomes, and genuine empathy for the customer. You care about getting it right, but you also know when the best answer is escalation with our engineering team, or connecting a customer with one of our partners.

Requirements

We're looking for deep .NET expertise, real-world identity experience, and the kind of technical communication skills that earn trust from senior engineers.

• Has 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.
• Nice-to-haves: experience building single-page applications, SAML, WS-Fed, and other identity providers.
• 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.
• Is 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.

How You Work

Beyond technical skills, how you approach the work matters just as much. Here's what we value day-to-day.

• Accuracy first. You verify your answers, in our/third party product source code when needed, before responding. Getting it right matters more than getting it fast.
• Structured and organized. You keep tickets, notes, and follow-ups well-organized. When someone picks up where you left off, they can hit the ground running.
• Ownership. You take responsibility for issues from first contact to resolution. If something falls through the cracks, it's not because you let go of it.
• Intellectual curiosity. You dig deeper than the immediate question. You want to understand why something works the way it does, not just that it does.
• Proactive by reflex. When you see one customer hit an issue, your first thought is "where else does this show up?". You follow through by updating docs, flagging it to engineering, or suggesting a product change.
• Friendly, educational, patient. You're a senior engineer who has seen these problems before and wants to help the customer understand , not just hand them a fix. You teach as you troubleshoot.

What Success Looks Like

In your first 90 days: 

• 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 quick start 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.

Team, Salary and Location

We are a remote-first company and typically search for candidates worldwide. To better serve customers across time zones we are focusing on candidates who work or live in Europe or US Eastern Standard Time.

Duende’s compensation package includes a market-competitive salary and benefits, the specifics of which will be commensurate with candidate experience and fit. Please email resumes to View email address on ziprecruiter.com  

We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, please let us know.