Senior IT Support Engineer

Wolters Kluwer; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Support Engineer to join their dynamic OneID support team. In this pivotal role, you'll provide Level 2 support for innovative identity management services and federated solutions. Your expertise will be crucial in diagnosing issues, monitoring application performance, and collaborating with cross-functional teams to enhance system availability. With a focus on problem-solving and customer satisfaction, this position offers the chance to work with cutting-edge technologies and make a significant impact on business operations. If you're passionate about technology and thrive in a collaborative environment, this opportunity is perfect for you.

Qualifications

• Mid-seniority experience supporting web applications and systems.
• Experience with Federated SSO implementations and ITIL certified software.

Responsibilities

• Monitor and investigate incidents raised by business partners.
• Contribute to continual process improvement based on platform performance.

Skills

Root Cause Analysis

Customer Service Orientation

Problem Identification

Communication Skills

Independent Work

Education

Bachelor Degree in Computer Sciences

Tools

DynaTrace

AppDynamics

Datadog

AWS CloudWatch

MS AppInsight

Ping Federate

Ping Directory

Linux

Apache

JBOSS

Job description

Wolters Kluwer, is looking for a Senior Support Engineer.

As a member of the OneID support team you will be tasked with providing Level 2 support for products that utilize our identity management services and federated solutions. Diagnose issues related to the use of subscription management tools and authentication services based on our OneID platform. Provide accountability on issue handling and problem identification as well as expert analysis on issues with resolution feedback to business partners. The support engineer reports to the OneID platform support director.

Roles and Responsibilities

• Monitor, react to and investigate incidents raised by business partners or as a result of system generated alerts
• Use incident management process to create, track and document all communications regarding incident investigation, status and resolution
• Monitor and analyze application performance logs as wells as infrastructure related metrics/data
• Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics
• Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability
• Work with senior management and support team members as required to resolve issues, engage development teams when appropriate and collaborate with operation teams
• Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations
• Consult and align to workflows related to support processes including troubleshooting methodology
• Participate in development team managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization services
• Use defect management system to request expert analysis or to report bugs that require development intervention to resolve

Other Duties

• Provide training as requested on new support processes and technologies
• Align to local/regional workdays and business hours

Education:

• Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education

Experience:

• Mid-seniority experience supporting web applications and systems
• Experience supporting Federated SSO implementations
• Experience using ITIL certified software to document and track issues
• Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, Datadog, AWS CloudWatch. MS AppInsight
• Mid-seniority experience supporting Digital Identity management solutions for cloud-based applications is a plus

Other Desirable Knowledge, Skills, Abilities or Certifications:

• Excellent English written and spoken communication skills
• Strong customer service orientation and interpersonal skills
• Demonstrated ability to understand logical sequence, root cause analysis, problem identification and escalation
• Able to work independently
• The ability to document and illustrate cause and effect as part of problem solving is a must
• Certifications in AWS, Azure, ITIL are nice to have
• Able to write queries to retrieve data for analysis
• Utilized technologies: Ping Federate, Ping Directory, Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQL
• Knowledge of REST API Web services.
• Knowledge in Linux, Apache, JBOSS, J2EE, Bash/Perl scripting for log analysis.
• Development-Operations (DevOps) knowledge supporting web-based applications is a plus

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.