Tier 2 Support Engineer (W Identity Call Outs)
Duties and Responsibilities:
- Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
- Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
- Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
- Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.
Requirements:
- At least 3-5 years’ experience in Technical Support or a position of similar nature in a software company.
- 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role.
- Working knowledge of general industry IAM concepts and best practices, particularly relating to Provisioning, SSO, SAML, MFA, MDM Mobile Device Management and supporting applications such as Office 365, Google Apps, Salesforce, Workday, Box, etc.
- Able and willing to work day, evening and weekend shifts as necessary in a 24X7 Global Support environment.
- Able and willing to utilize multiple support channels as necessary; Email, CRM Case work, Telephony, Web conferencing and Chat programs.
- Capable of understanding the technical aspects of a complex system.
- Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
- Must have excellent communication skills and a passion for providing world-class service.
- Experience of directly supporting enterprise-level customers.
- Must be able to work independently as well as with others, as part of a domestic and international team.
- Excellent time management, decision making, prioritization and organization skills.
- Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016 Server.
- Proficiency in English both written and spoken.
Advantages:
- Computer Science education and/or technical certifications
- Experience working with Linux or Unix Operating Systems.
- Experience working with Mac Operating Systems.
- Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).
- Experience of single sign on solutions (e.g. Okta, ADFS).
- Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.
- Nice to have CyberArk experience.
Identity Advantages:
- Good knowledge of Microsoft Active Directory, Kerberos, and LDAP technologies.
- Knowledge of SQL Server, MS Exchange O365 Management, MDM Mobile Device Management.
Experience with, RestAPI, SCIM, JavaScript, HTML, and other supporting technologies.