Support Engineer: SSO/SCIM at Scribe

✨ TL;DR - WHY THIS ROLE MATTERS Scribe is trusted by more than 94% of the Fortune 500, and enterprise-grade software demands enterprise-grade support. As large organizations roll out Scribe across their IT infrastructure, seamless identity and access management isn't a nice-to-have — it's a baseline expectation. This role exists to ensure Scribe meets that bar. You'll be the dedicated technical expert who owns the SSO and SCIM experience for our largest customers, directly contributing to the reliability and trust that keeps Scribe mission-critical at scale. IMPORTANT NOTE: This role and applicants must be based in Belgrade, Serbia and will have working hours that match 9AM-5pm Eastern Time (United States). 📌 ABOUT THE ROLE REQUIRED CANDIDATE LOCATION: BELGRADE, SERBIA REQUIRED CANDIDATE WORKING HOURS: 9AM-5PM EASTERN TIME (USA) As an SSO/SCIM Support Engineer at Scribe, you'll work directly with Customers as the technical expert for enterprise IAM, helping them set up and troubleshoot SSO and SCIM integrations. You'll partner with Support, Customer Success, Engineering, and our identity infrastructure provider (WorkOS), serving as the primary contact point for all access and provisioning issues that require deep technical investigation and ensuring that every Enterprise customer has a seamless experience with Scribe. You'll independently troubleshoot complex, multi-system SSO and SCIM issues by triangulating between customer-reported symptoms, WorkOS data, and Scribe's backend. You'll coordinate directly with customers' IT teams, lead live troubleshooting sessions, and ensure issues are resolved with minimal friction and maximum clarity, all while building the internal documentation and tooling that makes the next issue faster to resolve. This is an early role in a growing function. You'll have real ownership, real impact on enterprise retention, and a direct line to Product and Engineering. WHAT YOU'LL DO: - Serve as the primary SSO and SCIM configuration onboarding point of contact for customers who require assistance. - Resolving customer issues surfaced through zendesk tickets and for certain customers jumping on live zoom calls to work through open issues. - Serve as the primary escalation point for SSO and SCIM issues raised by enterprise customers through Customer Success and Support - Independently troubleshoot access and provisioning discrepancies across three layers: customer-reported context, WorkOS data, and Scribe's backend - Coordinate directly with customers' IT admins (async and synchronously) to gather information, drive investigation, and reach resolution - Schedule and lead live troubleshooting sessions during US business hours for complex or high-priority issues - Partner closely with the WorkOS team to route, escalate, and resolve issues that require vendor involvement - Partner closely with Scribe CS and Support teams to gather context and coordinate customer communication - Build and maintain internal debugging playbooks, known issue documentation, and escalation frameworks that enable the broader CS team to handle L1/L2 issues independently - Identify recurring failure patterns and translate them into actionable product feedback for Engineering 🌎 LOCATION While we're a globally distributed team, this role is based in Belgrade, Serbia. You'll need to be available during US business hours, including the ability to schedule live customer meetings. 🧩 WHAT MAKES YOU A GREAT FIT You have hands-on experience with enterprise identity and provisioning integrations, not just familiarity with them. You know the difference between an SP-initiated and IdP-initiated SAML flow. You can read a SCIM provisioning log and identify the failure point. You've coordinated between a customer's IT team and a vendor to debug something with no clean documentation. YOU BRING: - Deep IAM fundamentals (must-have). You understand how SAML works end-to-end, the SCIM lifecycle (provision, deprovision, update), user identity models, and common failure modes. You can explain and debug these flows, not just configure them. You're comfortable saying: "The IdP is sending X, we expect Y, here's the mismatch." - Systems thinking and debugging ability (the real differentiator). You can trace a request across systems, read raw logs and JSON payloads, and independently isolate whether a problem is a config issue, a customer misunderstanding, or an actual bug. You should be able to resolve 80-90% of non-product-bug issues without escalating. - API literacy (must-have). You're fluent with REST APIs and comfortable using Postman or curl to replicate, validate, and debug integration issues. You can read API documentation and test endpoints independently. - RBAC and permissions modeling know-how. You understand the relationship between roles, permissions, and groups, and can map IdP group structures to application role models, including the edge cases that trip up most enterprise configurations. - Strong communication across audiences. You can translate a complex technical failure into plain language for an IT admin, and write a precise, engineering-ready bug report for a product team, often for the same incident. - 2-4 years of experience in a technical support, integration engineering, or similar customer-facing technical role, ideally at a SaaS company with an enterprise customer base. - REQUIRED CANDIDATE LOCATION: BELGRADE, SERBIA STRONG NICE-TO-HAVES: - Hands-on experience with major IdPs such as Okta, Microsoft Entra ID (Azure AD), Google Workspace, or JumpCloud - Familiarity with WorkOS or a similar identity middleware layer - Light scripting ability in Python or Node.js to simulate flows, validate payloads, or automate repetitive troubleshooting steps - Experience in an early-stage or scaling function where you've had to build process alongside executing it If you're reading this thinking "that's me!", we want to meet you! 🚫 THIS ROLE IS NOT FOR YOU IF - You need a well-paved runbook for every issue. This role requires hypothesis-driven debugging in environments you haven't fully mapped yet. - Your SSO/SCIM experience is limited to "following a setup guide." We need someone who can debug when the guide doesn't apply. - You prefer to stay on one side of the customer-engineering boundary. This role lives exactly on that line. - You're looking for a pure CSM role. The majority of your time will be technical investigation, not relationship management. 👋 ABOUT US Scribe is where exceptional people come to do the best work of their careers. More than 94% of the Fortune 500 use Scribe to document and scale how work gets done. Our Workflow AI platform automatically captures and optimizes workflows so teams work smarter, faster, and more consistently. We're growing fast — since our founding in 2019, we've grown to over 5 million users across 600,000 businesses. Based in San Francisco, we've been named a LinkedIn Top Startup, are valued at over $1 billion, and are backed by leading investors. Join us in our mission to uplevel how people do work. 🛠️ HOW WE WORK We are builders aspiring to master our crafts. We care deeply about our teammates and want to win, together. We fully embrace the following values: - Accelerate impact - Raise the bar - Make our users heroes - Clear is kind - Rapid learning machine - One team one dream 💰 COMPENSATION We benchmark compensation using trusted market data and apply a tiered geographic framework to ensure competitive pay across locations. The ranges below represent the base salary band for this role by tier. Final offers are determined by experience, scope, internal parity, and location. - Belgrade, Serbia 🎁 FULL-TIME INTERNATIONAL EMPLOYEE BENEFITS INCLUDE - Some of the nicest and smartest teammates you’ll ever work with - Competitive salaries - Flexible PTO - Parental Leave - WFH Stipend At Scribe, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. Scribe is proud to be an Equal Opportunity Employer.