Effectively resolve or help resolve customer support issues.
Keep customers fully updated on the progress of their issues.
Support for the IdentityNow product in client environments.
Works closely with DevOps, Sustaining, Engineering and the rest of the Support team to help solve Out-Of-The-Box issues.
Works with clients post implementation for support concerns, including providing self-service resources.
Resolves or escalates cases, using our Salesforce Case Management System.

5-7+ years of support experience
At least 2 years’ working with a SaaS product / service
Experience with the following web technologies: XML, SAML, SPML/SOAP, Web and Application Servers, HTML
Experience setting up and installing software on both Windows and Unix (Linux, Sun, HP, AIX) platforms
Experience with Databases (Oracle, Sybase, MSSQL, MySQL).
Experience with Directories (LDAP, AD)
Network troubleshooting skills
Nice to have Skills: Experience with SSO platforms
Experience with enterprise systems (SAP, PeopleSoft)
Familiarity with Identity Management provisioning systems (Sun, Oracle, IBM, BMC, Novell)
Security software or internal IT audit experience
Knowledge of programming languages such as Java, .NET or C++

Health and wellness coverage: Medical, dental, and vision insurance
Disability coverage: Short-term and long-term disability
Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
Additional life coverage options: Supplemental life insurance for employees, spouses, and children
Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
Financial security: 401(k) Savings and Investment Plan with company matching
Time off benefits: Flexible vacation policy
Holidays: 8 paid holidays annually
Sick leave
Parental support: Paid parental leave
Employee Assistance Program (EAP) and Care Counselors
Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
Health Savings Account (HSA) with employer contribution

Cloud Support Engineer

Key skills