Engineer, Support Operations - Enterprise Support
About the job
Job Description
WHAT YOU WILL BE DOING
- Serve as a subject matter expert in our enterprise-level IGA/IAM/PAM solutions, providing support to customers via tickets, email, and calls.
- Troubleshoot and resolve complex issues affecting large-scale deployments, including authentication, provisioning, workflows, role management, and integration with enterprise systems.
- Collaborate closely with customer IT teams and internal departments (Engineering, Product, QA) to handle escalations and drive solutions.
- Perform log analysis, database query troubleshooting, and diagnostics to identify root causes of system issues in large-scale enterprise environments.
- Support integration with enterprise tools such as ServiceNow, SAP, Active Directory (AD), and other mission-critical platforms.
- Assist in maintaining Service Level Agreements (SLAs) with a focus on customer satisfaction and swift resolution of high-priority issues.
- Actively participate in post-incident reviews and process improvements to enhance support quality for enterprise customers.
- Work with product teams to provide feedback on enterprise-level product performance and identify areas of improvement.
- Participate in 24x7 support operations for enterprise clients, ensuring high availability and responsiveness.
WHAT YOU BRING
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- 2+ years of experience providing technical support for enterprise security products. Experience of working in IGA, IAM, or PAM solutions is an added advantage.
- Expertise in enterprise environments, particularly with large-scale integrations, deployments, and troubleshooting complex technical issues.
- Strong hands-on experience with Active Directory (AD), LDAP, SQL databases, SSO, OAuth, and other authentication mechanisms in enterprise settings.
- Proven ability to work with enterprise tools such as ServiceNow, Salesforce, and other ITSM platforms.
- Experience working with cloud environments (AWS, Azure, GCP). Understanding of how IAM/PAM solutions integrate with enterprise cloud infrastructures is an added advantage.
- Excellent communication skills with the ability to articulate complex technical issues to both technical and non-technical stakeholders.
- Prior experience working in security domain
- Working knowledge of enterprise security policies, compliance standards, and identity lifecycle management in large organizations.
- Certifications in Identity and Access Management (IAM), Cloud Computing, or other relevant fields.
- Prior experience working in a 24x7 enterprise product support environment with tight SLA adherence.
- Customer-focused with a track record of resolving critical technical issues for enterprise clients.
- Strong analytical and troubleshooting skills, with a focus on problem-solving in complex enterprise environments.
- Ability to manage competing priorities and work under pressure in high-stakes enterprise environments.
- Team player with excellent collaboration and mentoring abilities.
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