Technical Support Engineer

You will provide technical resolution and support for customer queries within identity and access management environments.

Responsibilities

• Acknowledge, evaluate, and probe customer queries to provide initial responses and Level 1 resolutions.
• Recreate reported issues in test environments, document solutions, and raise engineering Jira tickets when necessary.
• Monitor runtime alerts proactively and conduct periodic customer health-checks post-deployment.
• Establish root causes for application errors and escalate L2/L3 issues or serious concerns to Senior Engineers.
• Create knowledge base articles and educate customers on new product features and releases.

Required Skills

• Bachelor's degree in Software Engineering, Computer Science, IT, or a related field.
• 1+ years of enterprise-wide experience in the identity and access management (IAM) domain.
• 1+ years of experience supporting operational issues in production environments.
• Hands-on experience with authentication and authorization protocols including OAuth, OpenID, SAML, and SCIM.
• Proficiency with ticketing tools such as Zendesk and Jira.
• Working knowledge of Azure and Oracle IDCS.
• Understanding of modern software architectures, including load-balancing, queuing, caching, and microservices.
• Ability to diagnose IT problems and prioritize high-severity incidents.

Preferred Skills

• Experience with AWS tools and CloudWatch Monitoring.
• Experience with Okta or SailPoint (IIQ, Identity Now).