Senior Technical Support Engineer

Company Description
Veza is the pioneer in identity security, purpose-built to answer the fundamental question enterprises face: who can and should take what action on what data. Veza's Access Graph platform maps an organization's entire identity ecosystem across users, groups, roles, policies, permissions, and resources providing deep visibility and control over human, non-human, and agentic identities across SaaS, cloud, on-prem, and custom applications. With over 30 billion access permissions under management, global enterprises including Blackstone, Expedia, and Wynn Resorts trust Veza to manage privileged access monitoring, non-human identity security, access entitlement management, and next-generation identity governance.
Founded in 2020 and headquartered in Redwood City, California, Veza is now part of the ServiceNow family, with the acquisition closing in March 2026. The combination brings together Veza's AI-native Access Graph with ServiceNow's AI Control Tower and agentic workflows, enabling organizations to enforce end-to-end identity security rooted in the principle of least privilege across applications, data, cloud environments, and AI agents. For engineers joining Veza today, this means the scale and resources of an enterprise platform company, with the product velocity and mission-driven focus of a security innovator at a pivotal moment in the industry.
Job Description
This role requires 3 days in office in Redwood City.
Veza is looking for an experienced technical support engineer to provide expert help to our growing customer base!
You Will:

• Provide nuanced technical and non-technical direction to customers on their usage and deployment of the Veza platform and onboarding integrating technologies
• Manage the escalation and prioritization of product defects to the engineering team
• Lead the customer experience function as an advocate and voice of the customer with product and engineering teams
• Create and share knowledge in both written and verbal forms both internally and externally
• Collaborate with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes
• Daily case management and case handling of heavy case workload effectively.

Qualifications
You Are:

• Experienced with 5+ years in customer support, technical support, or security engineer experience for an enterprise cloud based platform
• Knowledgeable of RBAC (role based access control) and least privileged access practices
• Working knowledge of computer Networking and troubleshooting in a Linux/Unix environment.
• Knowledgeable of RESTful APIs with the ability to understand and troubleshoot issues with cloud services
• Aware of identity and access management practices
• Detail oriented and able to balance multiple priorities
• Able to work independently with minimal supervision as part of a team.

Nice to Have:

• Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud,Snowflake, Okta, Azure)
• Experience with utilization of Python scripting in solving tangible customer issues

For positions in this location, we offer a base pay of $104,700 - $178,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
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Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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