Support Engineer

Uniting Holding; Waterford; Remote; GBP 35,000 - 60,000; Full time

Job summary

A technology company in the UK is seeking an Identity Security Support Engineer to provide technical support for identity security projects. The role requires a degree in Computer Science, at least 2 years of experience in IT or technical support, and DevOps knowledge. You'll be responsible for troubleshooting and resolving client issues, monitoring systems, and creating documentation. This remote-first position offers an opportunity to work on cutting-edge cybersecurity challenges.

Qualifications

• A Degree in Computer Science or equivalent IT Degree or H. Dip in Computer Science.
• Minimum 2 years experience in IT or a Technical Support role.
• DevOps experience.
• Excellent analytical and problem-solving skills.
• Strong interpersonal and customer care skills.
• Excellent communication, team-working skills and attention to detail.

Responsibilities

• Responsible for the day-to-day diagnosis and resolution of client support issues and queries.
• Proactive monitoring and maintenance of client platforms and managed services.
• Responsible for tracking and reporting of support tickets to meet SLAs.
• Liaise with Operations Lead to feedback on issues identified.
• Create technical and operational documentation to support clients.
• Assist with resolution of complex cases with engineers and QA teams.
• Implementation of DevOps processes for the organisation.
• Compile training documentation for clients.

Job description

At Onaware, we deliver innovative Identity Security and Compliance strategies through a combination of expert advice, industry-leading technology and agile software development practices.

We're very different from our competition. We don’t just implement: we innovate.

We are currently looking for an Identity Security Support Engineer. Our Support Engineers are responsible for the day-to-day delivery of our Operations and Support services, ensuring that an efficient and effective service is provided to our clients. The ideal candidate will be results driven, a team player and have a focus on delivering quality.

This position is a remote‑first, permanent position for those based in the following time zones:

Greenwich Mean Time, Central European Time, Eastern European Time.

The Support Engineer role plays a vital role in providing technical engineering support to our clients across a wide range of Identity Security projects and engagements. This role presents a significant opportunity to use and expand your experience in the following areas:

Key Responsibilities

• Responsible for the day‑to‑day diagnosis and resolution of client support issues and queries, under the supervision of the Operations Lead
• Proactive monitoring and day‑to‑day maintenance of our client platforms and managed services along with our internal platforms
• Responsible for the tracking and reporting of support tickets and metrics to meet Client SLAs
• Liaise with the Operations Lead and/or Development Leads to feedback on issues identified on Client Engagements and to ensure timely resolution and communication for client
• Create technical and operational documentation to support and assist clients
• Partner with our engineers and QA teams to assist with resolution of complex cases
• Implementation of DevOps processes for the organisation and identifying and implementing operational process improvements
• Compile training documentation where appropriate for clients

Requirements

• A Degree in aComputer Science/ equivalentIT DegreeorH. Dipin Computer Science
• Minimum 2 years experience inITor aTechnical Supportrole
• DevOps experience
• Excellentanalyticalandproblem-solving skills
• StrongInterpersonalandcustomer care skills
• Excellentcommunication, team-working skillsandattention to detail

You might also have

• Professional work experience as part of a software company or systems integration/implementation company
• Experience with Databases (Oracle, Sybase, MSSQL, MySQLetc.)
• Experience with the following programming languages:J2EE, JSP/Servlets and SQL
• Experience with the following technologies:XML, SPML, SOAP,HTML, Web and Application Servers
• Experience in installing and configuring software on bothWindows and Unix(Linux, Sun, HP, AIX) platforms
• Experience withIdentity Management Provisioningsystems (Sun, Oracle, IBM, CA etc.)
• Experience working withAgile Development processes

Things that would really get us excited

• The drive to deliver the best possible outcomes for customers
• A genuine interest in cybersecurity – specifically the challenges of Identity and Privacy Management

This is an exciting opportunity to become part of a growing company working with diverse clients across many industry sectors. If you enjoy solving technical challenges and want to progress your career whilst delivering real customer value, we can offer a variety of interesting projects on the cutting edge of identity and privacy management.