Overview: Responsibilities:

• 
  Support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.
• Monitor the case tracking system for newly-escalated customer issues and ensure they are triaged and prioritized in accordance with company guidelines and service-level agreements.
• Work closely with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.
• Assess tradeoffs in customer wants vs needs and provide pragmatic solutions under time and cost constraints.
• Build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.
• Keep the global support organization up-to-date throughout the lifecycle of the customer service request in accordance with communication protocols and service level agreements.
• Be available to participate in online meetings and calls where necessary during the working day, with some flexibility to overlap hours to convey information to customers and US-based development teams as required.
• Be available to handle priority escalations at fixed times outside normal office hours, according to the on-call schedule
• Provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems.

• Have strong analytical and problem-solving skills
• Has excellent interpersonal and communication skills
• Have an enthusiastic, flexible, positive attitude
• Have the ability to be focused and think clearly under pressure.
• Have a willingness to help others
• Speaks the languages of both customer and engineering and communicates well throughout the organization.
• Is self-motivated, well organized, and comfortable working independently.
• Works well under pressure and can handle multiple tasks and balance competing business priorities.
• Eager to learn new concepts and keep up to date with evolving technologies.

Qualifications:

• 3 years of experience in software customer support, or software development with customer engagement
• Familiar with the concepts of Identity and Access management (IAM), including SSO/Federation, multi-factor authentication, directory services, and privileged access management (PAM).
• Core knowledge:

• Microsoft sysadmin: Active Directory/LDAP/Kerberos
• Linux administration skills: PAM, NSS, scripting, Sudo
• Linux (Red Hat, Su Se, Ubuntu, Debian)
• UNIX systems: AIX, Solaris, HPUX, BSD
• Network (debugging tools), DNS
• C/C++ (for debugging/root-cause analysis/troubleshooting)

• Optional Skills:

• AIX DB2
• SAP Experience
• Mac OS
• Syslog
• NIS protocal

• Life at One Identity means collaborating with dedicated professionals with a passion for technology.
• When we see something that could be improved, we get to work inventing the solution.
• Our people demonstrate our winning culture through positive and meaningful relationships.
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
• Our team members’ health and wellness is our priority as well as rewarding them for their hard work.