Provide expert-level technical support to customers via emails and remote sessions, diagnosing and resolving complex software, hardware, and system issues.
Troubleshoot and analyze technical problems, replicating customer environments and utilizing diagnostic tools to identify root causes.
Manage and prioritize a queue of support cases and ensuring timely communication and resolution.
Effectively communicate complex technical information related to IAM concepts and G&L functionalities to both technical and non-technical customers in a clear, concise, and empathetic manner.
Collaborate closely with internal teams including Engineering, Product Development, and Sales to escalate issues, share customer feedback, and contribute to product improvements.
Document troubleshooting steps, solutions, and best practices in our knowledge base for internal use and customer self-service.
Act as a customer advocate, understanding their business impact and championing their needs within the organization.
Participate in a 24x7x365 support rotation, which may include shift work, holidays, and on-call responsibilities.
Technical Requirements:
Bachelor’s degree in Engineering (Communications/Networks or Computer Science) with minimum 3+ years’ experience
Excellent problem-solving, analytical, and critical thinking skills.
Exceptional verbal and written communication skills in English.
Hands-on experience of Unix/Linux system administration with strong command line knowledge.
Good knowledge of networks & network security fundamentals including TLS/OAuth.
Strong knowledge of SQL and Relational Databases, preferably Oracle databases.
Technical proficiency across windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server.
Basic knowledge of JavaEE application servers (Wildfly/JBoss / WebSphere / WebLogic), web technologies, and APIs.
Ability to work independently and collaboratively in a fast-paced team environment.
Customer-focused mindset with a passion for helping others.
Any of the below Certifications (is a plus): ○ Linux Administration Certifications (RHCSA, RHCE...etc.). ○ Security Certificates (CEH, Security +, …etc.) ○ Microsoft Certification (MCSA, MCSE) ○Networking Certifications (CCNA, CCNP,…etc.)