You will be the dedicated engineers for our premium customers. Setting up troubleshooting sessions and speaking with customers via phone will happen regularly
Investigate and reproduce issues in your own lab environment, to enable the development and testing of a resolution
Lead escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible.
Manage customer expectations and ensure SLAs are being met
Collect information and document bugs with Engineering for the product/service issues that are impacting customers.
Communicate frequently follow up with the customer by phone, email, and internet meeting systems
Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction.
Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups.
Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles.
Understand our business processes
Be a mentor, sharing knowledge, on-boarding and supporting other Engineers.

Bachelor's degree in information technology, engineering, or a related field.
Minimum of 6 years of overall experience with at least 3+ years of work experience in IAM.
Experience with modern authentication technologies like SAML, OAuth 2.0, OpenID Connect, WS-Fed etc.
Extensive experience with one or more Single Sign On, Access Management and MFA products.
Experience supporting LDAP and/or Database products. Ex: AD, Azure AD, OpenDJ, PingDirectory, Oracle DB, MySQL etc.
Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS.
Experience working on Unix servers and Windows OS.
Experience in Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic)
Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc.
Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers.
Understanding of network concepts such as DNS, TCP/IP, Firewall, Load balancers, GTM, LTM, Radius Server, Proxy, Reverse Proxy etc
Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members.

Senior Technical Support Engineer

Key skills