Escalation Engineer

Job Summary

A company is looking for an Escalation Engineer to provide Tier 2 technical support for their Identity and Access Management products.

Key Responsibilities

• Support Identity and Access Management (IAM) products and services, collaborating with customers and support engineers globally
• Monitor and prioritize newly escalated customer issues in the case tracking system according to guidelines and service-level agreements
• Work with the engineering team to troubleshoot customer problems and develop solutions with minimal disruption

Required Qualifications

• 3 years of experience in software customer support or software development with customer engagement
• Familiarity with Identity and Access Management (IAM) concepts, including SSO/Federation and multi-factor authentication
• Knowledge of service-oriented architecture in a multi-tenant cloud environment
• Experience resolving web issues using PCAPs, HAR Files, and other web logging methods
• Understanding of troubleshooting in a SaaS environment utilizing monitoring and logging tools