Escalation Engineer

Quest Software Canada Inc; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a proactive Escalations Engineer to provide Tier 2 support for its Identity and Access Management solutions. This remote role involves collaborating with customers and engineering teams to troubleshoot and resolve technical issues efficiently. The ideal candidate will possess strong analytical and problem-solving skills, with a solid understanding of IAM concepts. Join a dynamic team that values collaboration and innovation, where your contributions will significantly impact customer satisfaction and product reliability. If you thrive in a fast-paced environment and are eager to learn, this opportunity is perfect for you.

Benefits

Flexible working hours

Health and wellness programs

Professional development opportunities

Collaborative work environment

Remote work options

Qualifications

• 3+ years in software support or development with customer engagement.
• Familiar with IAM concepts including SSO, MFA, and authentication protocols.
• Experience in SaaS troubleshooting and service-oriented architecture.

Responsibilities

• Investigate customer requests and provide technical expertise for escalated issues.
• Monitor case tracking system and ensure issues are triaged appropriately.
• Work with engineering teams to troubleshoot and resolve customer problems.

Skills

Analytical Skills

Problem Solving

Interpersonal Skills

Communication Skills

Technical Troubleshooting

Self-Motivation

Flexibility

Time Management

Learning Agility

Education

Bachelor's Degree in Computer Science or related field

Tools

PCAPs

HAR Files

Postman

Azure DevOps

Kubernetes

NoSQL (MongoDB, Cosmos DB)

Job description

Overview

One Identity delivers identity governance, access management, and privileged account management solutions that facilitate and secure the digital transformation of our customers. Our solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access.

We are looking for a skilled, self-motivated Escalations Engineer to join our Engineering team, providing Tier 2 technical support for products in our Identity and Access Management (IAM) portfolio for customers all over the world.

100% remote

Responsibilities

As an Escalations Engineer you will investigate customer requests and provide technical expertise for issues escalated by Tier 1 support. You will liaise with customers, product experts, and engineers to troubleshoot issues and provide satisfactory solutions. You will bring a proactive, can-do mindset and play a critical role in helping us meet customer expectations by delivering secure and reliable products and services.

• Support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.
• Monitor the case tracking system for newly-escalated customer issues and ensure they are triaged and prioritized in accordance with company guidelines and service-level agreements.
• Work closely with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.
• Assess tradeoffs in customer wants/needs and provide pragmatic solutions under time/cost constraints.
• Build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.
• Keep the global support organization up-to-date throughout the lifecycle of the customer service request in accordance with communication protocols and service level agreements.
• Be available to participate in online meetings/calls during the working day, with some flexibility to overlap hours to convey information to customers and US-based development teams as required.
• Provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems.

Skills

• Have strong analytical and problem solving skills.
• Excellent interpersonal and communication skills.
• Ability to translate customer problems into workable engineering tickets.
• Have an enthusiastic, flexible, positive attitude.
• Have the ability to be focused and think clearly under pressure.
• Have a willingness to help others.
• Speaks the languages of both customer and engineering and communicates well.
• Is self-motivated, well organized, and comfortable working independently.
• Works well under pressure and can handle multiple tasks and balance competing business priorities.
• Eager to learn new concepts and keep up to date with evolving technologies.

Qualifications

• 3 years of experience in software customer support, or software development with customer engagement.
• Familiar with the concepts of Identity and Access management (IAM), including SSO/Federation, multi-factor authentication, authentication protocols (like SAML/OIDC), and directory services.
• Knowledge of service-oriented architecture in a multi-tenant cloud environment.
• Experience resolving web issues using PCAPs, HAR Files, and/or other web logging methods.
• Understanding of troubleshooting in a SaaS based environment utilizing monitoring and logging tools
• Experience with .NET Core and ASP.NET Core architecture, Kubernetes and networking protocols.
• Familiar with Rest APIs and product SDKs, and ability to use them with frameworks such as Postman.
• Experience with database technologies such as NoSQL, especially MongoDB and Cosmos DB
• Experience developing apps for containers
• Familiarization with Microservices pattern/implementation
• Experience using and configuration of OAuth/JWT/OpenID Connect/SAML
• Azure experience and Azure DevOps for back log tracking.

Company Description

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

Why work with us?

-Life at One Identity means collaborating with dedicated professionals with a passion for technology.

-When we see something that could be improved, we get to work inventing the solution.

-Our people demonstrate our winning culture through positive and meaningful relationships.

-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.

-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.

Come join us. For more information, visit us on the web atOne Identity Careers | Explore Opportunities with the OI Team

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com