Remote Senior Tech Support – Enterprise Security & IAM

UnitedHealth Group; Atlanta (GA); Remote; USD 68,770,000 - 123,213,000; Full time

Benefits offered by this job

Comprehensive benefits

Remote-friendly policy

Job summary

UnitedHealth Group is seeking a Senior Tech Support Specialist for Optum Technology's Enterprise Security division. This remote role supports enterprise security, gateway infrastructure, authentication, and data privacy in a 24/7 telecommute environment.

You will escalate complex issues, triage incidents, and maintain strict compliance while leveraging AI tools to improve workflows. Strong critical thinking, multitasking, and 65+ WPM typing are required, along with 3+ years in tech support, SLA

Qualifications

• High School Diploma / GED required.
• 3+ years of technical support, helpdesk, or call center support experience in an IT or technical service desk environment.
• 3+ years of experience delivering customer service in a high-stress or high-sensitivity phone environment, with demonstrated ability to de-escalate frustrated callers while maintaining strict procedural, documentation, and compliance accuracy.
• 3+ years meeting defined SLA/quality/productivity targets (volume, resolution time, and accuracy) in a high-volume enterprise CRM/ServiceNow environment.
• 2+ years of experience troubleshooting enterprise security infrastructure, security gateways, identity/access management (IAM), or authentication platforms (e.g., MFA, SSO, SAML, Active Directory).
• 2+ years of experience working within closely documented operational procedures, compliance workflows, or data privacy guidelines (e.g., HIPAA, PII, PHI guidelines) in technical support operations.
• 2+ years of experience in a 24/7, shift-based, or high-volume call center support environment, with demonstrated flexibility to work rotational shifts, nights, or weekends.
• 1+ years of experience applying caller/requestor identity verification procedures and recognizing social engineering or unauthorized access attempts in a security or identity support environment.
• 65+ WPM typing speed with strong accuracy.

Responsibilities

• Serve as an L1.5 subject matter expert and escalation point in a 24/7 technical support call center for enterprise security, gateway infrastructure, authentication, and data privacy issues.
• Apply strong critical thinking and analytical reasoning to evaluate complex technical escalations, identify potential privacy/security risks, and determine appropriate procedural resolution paths.
• Multitask effectively across real-time phone queues, incoming ticket workflows, security monitoring tools, and internal communication channels simultaneously.
• Document call notes, incident details, escalation logs, and support tickets rapidly and accurately via keyboard while actively engaged with end-users on phone calls.
• Receive, triage, and troubleshoot L1-escalated calls and tickets related to security gateways, IAM, MFA, SSO, and privacy concerns.
• Strictly adhere to all closely documented processes, SOPs, and compliance workflows for security, access control, and data privacy purposes.
• Identify, document, and triage privacy-related incidents, unauthorized access concerns, and data exposure flags in line with privacy guidelines and regulatory requirements (e.g., HIPAA).
• Leverage enterprise-approved AI tools and digital technologies to streamline support workflows, automate repetitive tasks, and drive continuous improvement.
• Evaluate emerging trends and technical support insights to inform service improvements across call center operations and incident resolution processes.
• Perform initial root cause investigation and technical analysis on security access, gateway connectivity, privacy flags, and authentication failures.
• Maintain flexibility to work within a 24/7 support schedule, including rotations, nights, weekends or holidays.

Skills

65 WPM typing

Critical thinking

Multitasking

Customer service

Security/privacy awareness

Communication

Education

Associate's or Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

UnitedHealth Group is seeking a Senior Tech Support Specialist for Optum Technology's Enterprise Security division. This remote role supports enterprise security, gateway infrastructure, authentication, and data privacy in a 24/7 telecommute environment.

You will escalate complex issues, triage incidents, and maintain strict compliance while leveraging AI tools to improve workflows. Strong critical thinking, multitasking, and 65+ WPM typing are required, along with 3+ years in tech support, SLA