Engineer, Support Operations - Enterprise Support

1 Week ago • 2 Years +

About the job

Summary_{By Outscal}

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.

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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