IT Support Specialist (Customer-Facing)

About Allthenticate

At Allthenticate, we believe the password is a relic of the past. We are a high-growth startup on a mission to replace passwords, SSH keys, and physical badges with a single, seamless digital identity powered by your smartphone.

We don’t just build software; we build ecosystems. Our IT Support Specialists are unique because they don't just sit behind an internal helpdesk—they are the technical bridge between our revolutionary technology and the customers who are eager to adopt it.

The Role

This is a dual-impact role. You will manage our internal IT infrastructure while simultaneously acting as a Technical Success Specialist for our customers. You will be the expert who helps clients navigate the transition from legacy password-based systems to our modern passwordless architecture.

You will spend your time mastering Identity and Access Management (IAM), troubleshooting complex SAML/OIDC integrations, and ensuring that Allthenticate sits perfectly within a customer’s Microsoft Entra ID or M365 environment.

What You’ll Do

• Customer Implementation: Assist customers in deploying Allthenticate. You’ll guide their IT teams through SSO configurations, SAML assertions, and SCIM provisioning.

• Identity Architecture: Manage and optimize our internal Microsoft Entra ID (Azure AD) and M365 environment, setting the gold standard for how our customers should configure theirs.

• External Technical Support: Serve as the Tier 2/3 escalation point for customer technical issues. You’ll join calls to troubleshoot complex network or identity provider (IdP) conflicts.

• Internal IT Leadership: Own the hardware lifecycle (macOS/Windows/Linux) and internal SaaS management for the Allthenticate team.

• Product Feedback Loop: You are the "voice of the customer." You will translate customer pain points and IT hurdles directly to our Engineering and Product teams to influence our roadmap.

• Linux & SSH Management: Help customers move away from vulnerable SSH keys to our secure, smartphone-based authentication for server access.

Who You Are

• The Consultant: You enjoy working with people as much as you enjoy working with servers. You can take a frustrated customer and turn them into a power user.

• The Identity Expert: You understand the nuances of Single Sign-On (SSO). You can explain the difference between a Service Provider (SP) and an Identity Provider (IdP) to a room full of stakeholders.

• The Microsoft Pro: You have deep experience with the Microsoft ecosystem, specifically Conditional Access Policies and Intune/Entra ID integrations.

• The Startup Generalist: You are comfortable wearing multiple hats—from fixing an internal Wi-Fi issue to architecting a global customer deployment.

Requirements

• 3+ years in IT Support or Sales Engineering, with a strong emphasis on customer-facing technical roles.

• SSO/IAM Mastery: Proven experience configuring SAML 2.0, OIDC, and OAuth integrations.

• Microsoft Cloud Expert: Strong background in Microsoft 365 administration and Microsoft Entra ID.

• Deployment Experience: Hands-on experience with MDM (Intune, Jamf, or Kandji) and Identity Providers (Okta, Azure, Ping).

• Linux Savvy: Comfort with Linux command line and understanding of SSH/infrastructure security.

• Communication: Exceptional verbal and written communication skills—you will be the face of Allthenticate for many of our clients.

Why Allthenticate?

• High Impact: Your work directly affects our bottom line by ensuring customers are successfully onboarded and happy.

• Cutting-Edge Tech: You’ll be at the forefront of the FIDO2 and WebAuthn movement.

• The "No-Password" Life: We practice what we preach. No internal passwords, no MFA fatigue.

• Culture & Benefits: 100% covered health/dental/vision, equity options, and a collaborative environment where we regularly engage in team activities, escape rooms, and capture-the-flag (CTF) style hacking meetings.