IAM Support Engineer

Clavister; Stockholms kommun; On-site; SEK 420,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Flexible working arrangements

Mentoring and knowledge sharing

Career development opportunities

Job summary

Clavister seeks a customer-focused IAM Support Engineer to join our Support team in Sweden. You will provide timely, high-quality technical assistance to customers and partners, focusing on IAM products and solutions.

You will troubleshoot issues, guide through product functionality, and collaborate with Product and Engineering as needed. We welcome graduates and students nearing completion in systems science, Identity and Access Management or related fields.

Qualifications

• Interest in IAM and identity solutions with real-world applicability.
• Willingness to learn, problem solving and curiosity emphasized.
• Ability to communicate clearly with customers and colleagues.

Responsibilities

• Provide first- and second-line technical support to customers via ticketing, email, phone and remote sessions.
• Respond to requests, assess issues and manage cases within SLAs.
• Troubleshoot, analyse logs and configurations, reproduce problems and identify causes.
• Collaborate with Product and Engineering on complex cases.
• Document diagnostics, steps to reproduce and resolutions clearly.

Skills

Customer focus

Problem solving

English fluency

Communication skills

Team collaboration

Education

Systems science

Identity and Access Management

Cybersecurity

Tools

Ticketing systems

Documentation tools

Job description

We are looking for a customer-focused IAM Support Engineer who wants to develop within Identity and Access Management. You will join our Support team and provide timely, high-quality technical assistance to our customers and partners.

The role is focused on Identity and Access Management (IAM), and you will primarily work with our products and solutions within the IAM domain. You will help customers understand and resolve technical issues, guide them through product functionality and best practices, and act as a bridge between our technical products and how they are used operationally in real customer environments. You will collaborate closely with experienced colleagues, Product and Engineering when more complex cases need to be investigated and resolved.

We welcome applications from recent graduates, people at the beginning of their careers and students nearing the end of a relevant education. Your curiosity, problem-solving ability and willingness to learn are more important than having years of professional experience. Still studying? You are welcome to apply. Are you nearing the end of a degree in systems science, Identity and Access Management or another relevant identity-focused programme? We encourage you to apply even if you have not yet completed your studies.

For the right candidate, we are open to discussing an individual arrangement. This could, for example, include completing a degree project or thesis at Clavister while discussing a possible path into employment after graduation. The exact arrangement will depend on your situation, mutual fit and business needs. A cybersecurity education may also be relevant when it includes a clear focus on areas such as identity, authentication, authorisation or access management.

Key Responsibilities

• Provide first- and second-line technical support to customers and partners through our ticketing system, email, phone and remote sessions.
• Respond to incoming support requests, assess the issue and manage cases throughout their lifecycle in line with agreed service levels.
• Troubleshoot technical issues, analyse logs and relevant configurations, reproduce problems and identify possible causes.
• Work with customers to verify solutions, fixes and temporary workarounds.
• Document support cases clearly, including diagnostics, steps to reproduce, findings and resolutions.
• Escalate complex or recurring issues to Product and Engineering with relevant technical context and suggested next steps.
• Communicate known issues, product behaviour, release information and feature clarifications to customers and partners.
• Contribute to knowledge base articles, troubleshooting guides and internal documentation.
• Share recurring customer challenges and feedback to help improve our products and services.
• Build strong relationships with customers and partners and contribute to a high level of customer satisfaction.
• Participate in team meetings, knowledge sharing and continuous improvement initiatives.

What We Are Looking For

You may have recently completed, or be nearing completion of, a relevant education within areas such as:

• Systems science or information systems
• Identity and Access Management
• Identity-related IT or software systems
• Cybersecurity with a clear focus on identity or access management
• Another education that has provided relevant and transferable knowledge

We believe you have:

• A genuine interest in technical support, customer communication and problem solving.
• An interest in Identity and Access Management and how identity solutions are used in real organisations.
• The ability to work methodically, gather relevant information and explain your conclusions clearly.
• Good written and verbal communication skills.
• The ability to explain technical topics to people with different levels of technical knowledge.
• A customer-focused mindset and a commitment to finding positive outcomes.
• The ability to collaborate closely with colleagues while gradually becoming more independent.
• Good time-management skills and the ability to prioritise support cases.
• Fluency in written and spoken English.
• Availability to work during standard Swedish office hours.
• The ability and willingness to work regularly from the office unless another arrangement has been agreed.

Examples of relevant technical knowledge

Your knowledge may come from your education, a degree project, an internship, laboratory work, personal projects or previous employment. Relevant areas may include:

• Identity Management (IDM)
• Users, groups, roles, permissions and access rights
• Identity Governance and Administration (IGA)
• Identity Lifecycle Management (ILM)
• Access Management (AM)
• Protocols and standards such as SAML, OpenID Connect and OAuth
• Identity federation
• Single Sign-On (SSO) and Multi-Factor Authentication (MFA)
• Authentication and authorisation
• Directories and user repositories
• Accessibility / WCAG
• APIs, integrations and web-based systems
• Programming or scripting
• Log analysis and technical troubleshooting
• Databases, cloud-based services and SaaS environments
• Electronic identities and signing concepts

You are not expected to have experience in every area listed above. These examples are intended to give you an idea of the technical environment and should not be viewed as a checklist. In your application, we would rather hear about what you have actually studied, built, tested or worked with, what you are currently learning, and where you would like to develop further.

Meritorious Experience And Interests

The following are considered advantages but are not requirements:

• Experience from technical support, system administration, IAM or another customer-facing technical role.
• Two or more years of relevant professional experience.
• Experience with ticketing or service-management systems.
• Experience analysing logs and troubleshooting technical issues.
• Experience writing technical documentation or knowledge base content.
• Experience from customer service or another customer-facing role.
• An interest in programming, scripting or software development.
• Experience working with APIs or integrations.
• Relevant technical certifications.
• Swedish or other language skills in addition to English.

Workplace and collaboration

The preferred locations for the role are Stockholm or Örnsköldsvik, but finding the right person is more important than the exact location. Regular office presence is an important part of the role. Working alongside experienced colleagues provides opportunities for mentoring, knowledge sharing and collaborative problem solving, which are particularly important when developing within the role. Alternative arrangements may be discussed and agreed individually. The role is primarily performed during standard office hours together with the Support team.

What We Offer

• The opportunity to begin or develop your career within Identity and Access Management.
• The chance to work in a growing global cybersecurity company.
• An inclusive and collaborative working environment.
• Support, mentoring and knowledge sharing from experienced colleagues.
• Opportunities for professional development, training and certification.
• Hands-on experience with IAM solutions and customer-facing technical support.
• Exposure to varied technical environments and real customer use cases.
• Close collaboration with Support, Product and Engineering.
• The opportunity to contribute customer insights that can influence product improvements.
• A potential path from studies or a degree project into a professional technical role.
• Competitive salary and benefits.
• Flexible working arrangements where agreed and suitable for the role.
• A supportive team culture with a strong focus on learning and collaboration.

Why join us?

This is an opportunity to start or develop your career within Identity and Access Management while working with customers, partners and experienced technical colleagues.

You will gain insight into how identity solutions move from technical products into operational customer environments and have the opportunity to work across areas such as access management, identity lifecycle management, identity governance and digital identity.

Your work will directly contribute to customer satisfaction, support quality and product improvement.

We are an equal opportunity employer and welcome applications from all suitably qualified people regardless of gender, gender identity, ethnicity, religion, disability, age, sexual orientation or background.