-
ID
#45988065 -
Job type
Permanent -
Salary
TBD -
Source
Motion Recruitment -
Date
2022-09-24 -
Deadline
2022-11-22
Senior Support Engineer
Texas, Dallas / fort worth, 75201 Dallas / fort worth USAVacancy expired!
Job Description Our client is responsible for building out an Identity Access Management platform - this software is revolutionizing the IAM space as it allows users to securely log into systems without use of username and passwords. The company mission is to eliminate passwords in every application. The ideal candidate for this role will be a self-starter who is driven to be the voice of the customer. You will be be results-oriented, passionate about the improvement of the user experience, and a critical and strategic thinker. You are highly organized, has an ability to multitask and meet aggressive deadlines, and is a team-player and team-builder who is able to make meaningful and long-lasting connections with others. Your responsibilities in this role will include:
- Ensure high quality and timely support to customers per the severity of the issue and the contractual SLA
- Coordinate and take ownership of the communication driving cases forward
- Own the internal incident coordination when critical issues arise by partnering with our professional services, development, and product management teams
- Provide feedback in the triage, troubleshooting, and resolution of problems reported by customers
- Manage the resolution of escalated customer issues and provide timely and relevant communication to customers and other stakeholders
- Document and communicate root cause analysis to customers when needed
- Improve the technical support knowledgebase database containing instructions, troubleshooting guides, and communication templates
- Work with support organization management team to align team objectives and standards
- Bachelor's Degree in Computer Science or equivalent experience
- 5+ years of hands-on working experience as an incident manager in a software development company
- 1+ years of experience administering, implementing, or supporting Identity and Access Management solutions such as Okta, Microsoft, Ping
- 1+ years of experience administering, implementing, or supporting AWS, Azure, or other cloud platforms.
- Passion for customer service
- Ability to work independently with little direct supervision and as a part of a team
- High level of initiative
- Cross-platform OS knowledge [Linux, Mac OS X, Windows, iOS, Android]
- Network skills, routers, firewalls, SSO-protocols
- Exceptional analytical and triage skills, creative problem solving, and logical decision making.
- Excellent written and verbal communication skills
- Strong drive and self-guidance for doing what is right for our customers
- Hands-on experience with SQL, PL/SQL
- Experience with issue tracking/management systems like JIRA, Kayako, Zendesk, etc.
- Experience producing technical documentation
- Experience with Incident Management Tools such as OpsGenie, VictorOps, etc.
- Experience with agile methodologies
- Experience supporting LDAP, SSO, SAML, or WS federation
- Network certifications
- Experience with IDaaS solutions
- Experience using REST APIs and supporting n-tier web applications
- 100% Hands On
- Competitive salary + benefits
- Medical Insurance
- Dental Benefits
- Vision Benefits
- Paid Time Off (PTO)
- 401(k) {including match- if applicable}
Vacancy expired!