Tier 2 Support Engineer

Job Description:

• Respond to customer inquiries and technical problems through a web portal, live sessions, and telephone.

• Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.

• Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer-facing platforms.

• Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.

Required Qualifications:

• Candidate must possess at least Bachelor's degree, Master's degree/Post Graduate degree in Engineering (others), Computer Science/Information Technology, or equivalent

• At least 3-5 years of experience in Technical Support or a position of similar nature in a software company.

• 3+ years of experience as a SaaS or security vendor in a consultancy or advisory role.

• Capable of understanding the technical aspects of a complex system.

• Strong technical troubleshooting skills and problem-solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.

• Must have excellent communication skills and a passion for providing world-class service.

• Experience in directly supporting enterprise-level customers.

• Ability and desire to learn products and technologies.

• Must be able to work independently as well as with others, as part of a domestic and international team.

• Excellent time management, decision-making, prioritization, and organization skills.

• Thorough knowledge of Microsoft Windows operating system and server platforms with an emphasis on Windows 2016/2019 Server.

• Participate in on-call rotation basis in order to provide 24/7 support for the customers

• Proficiency in English both written and spoken.

For EPM role

• macOS experience – heavily desired

• Linux

For DV role

• Windows and Linux Server Administration experience

• Knowledge of containerized machines (Docker, K8s, Ansible, Jenkins, etc) is a plus

• Active Directory or other LDAP directory experience

• Experience with MySQL database queries

• Azure/AWS experience

• Basic knowledge of IT networks

• Ability to work in a fast-paced environment and make quick and informed troubleshooting decisions

For L2 Identity

• Technical support or system administration experience with enterprise software.

• Previous experience in customer service or support of products or services is preferred.

• Working knowledge of general industry IAM concepts and best practices, particularly relating to Provisioning, SSO, MFA, MDM Mobile Device Management.

Preferred Qualifications:

• Computer Science education and/or technical certifications

• Experience working with Linux or Unix Operating Systems.

• Experience working with Mac Operating Systems.

• Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).

• Experience with SSO solutions (e.g. Okta, ADFS).

• Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.

For L2 Identity

• Good knowledge of Microsoft Active Directory, Kerberos, and LDAP technologies.

• Knowledge of SQL Server, MS Exchange O365 Management, MDM Mobile Device Management

• Experience with, RestAPI, SCIM, JavaScript, HTML, and other supporting technologies.