Engineer, Support Operations - Enterprise Support

We are a leading SaaS provider specializing in enterprise-level Identity Governance and Administration (IGA), Identity and Access Management (IAM), and Privileged Access Management (PAM) solutions. Our mission is to deliver world-class, scalable solutions to large organizations. We are looking for experienced Technical Support Engineers who have a strong background in enterprise product support to join our growing global team.

Key Responsibilities:

• Serve as a subject matter expert in our enterprise-level IGA/IAM/PAM solutions
• Troubleshoot and resolve complex issues affecting large-scale deployments
• Collaborate with customer IT teams and internal departments
• Perform log analysis, database query troubleshooting, and diagnostics
• Support integration with enterprise tools like ServiceNow, SAP, and Active Directory
• Maintain Service Level Agreements (SLAs) with a focus on customer satisfaction
• Participate in post-incident reviews and process improvements
• Provide feedback on enterprise-level product performance
• Participate in 24x7 support operations for enterprise clients

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field
• 2+ years of experience providing technical support for enterprise security products
• Expertise in enterprise environments and large-scale integrations
• Strong hands-on experience with AD, LDAP, SQL databases, SSO, OAuth, and other authentication mechanisms
• Experience with enterprise tools like ServiceNow and Salesforce
• Experience working with cloud environments (AWS, Azure, GCP)
• Excellent communication skills
• Working knowledge of enterprise security policies and compliance standards
• Relevant certifications in IAM or Cloud Computing
• Experience in 24x7 enterprise product support environment
• Strong analytical and troubleshooting skills
• Ability to manage competing priorities in high-stakes environments

Join our team to work on cutting-edge identity and access management solutions, collaborate with global enterprise clients, and grow your career in a dynamic, fast-paced environment.