Overview:
OneLogin by One Identity is the leader in Identity Access Management, Enabling Organizations to Access the World. Our portfolio of solutions secures connections across all users, all devices, and every application, helping companies drive new levels of security, and efficiency across all applications.
With a powerful business platform and an award-winning company culture, OneLogin by One Identity manages and secures millions of identities around the globe.
The Senior IAM Support Engineer is an articulate and seasoned technical guru who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments.
If you have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a dynamic, high growth, learning environment, this role is for you. We're looking for a talented and driven Technical Support Engineer. We're a fast-growing company working in the enterprise identity and access management and single sign-on. We believe in hiring talented individuals with a passion and drive to succeed! Our team is rapidly expanding and we’re searching for talented and driven Technical Support Engineers. If you’re a passionate technical individual who’s ready for a fast paced, collaborative, high growth environment, this role is for you!
Responsibilities:
Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the OneLogin by One Identity service- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Serve as an internal and external point of contact on customer issues and ensure they are resolved as expediently as possible
- Serve as an escalation point and junior leader within the EMEA region.
- Collect information and document bugs with Engineering for product issues that are impacting customers
- Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread
- Create process or troubleshooting documentation in the support knowledge base
- Deliver against customer experience and efficiency targets
- Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
- Work with support leadership to identity processes and procedures that need improvement
- On call rotation for Incident management
Qualifications:
-
Authentication vs Authorization
-
SSO, MFA,
- Protocols: SAML, OAuth2, OpenID Connect, SCIM
-
Federation and IDP/SP flows
-
Hands-on experience with OneLogin, Okta, Azure AD
-
SSO integrations across SaaS apps
-
Directory integrations (AD, LDAP, cloud directories)
-
Experience with SaaS ecosystem (Google Workspace, Salesforce, Slack, Zoom)
-
Authentication and SSO troubleshooting
-
SAML assertion debugging
-
MFA issues
-
Provisioning / deprovisioning issues
-
Root cause analysis and escalation handling
-
DataDog Query
-
Active Directory, LDAP
-
Azure AD / Entra ID
-
Hybrid identity environments
-
DNS, certificates, networking basics
-
Python, PowerShell
-
REST APIs and integration
-
JSON / XML parsing
-
Automation of provisioning workflows
-
Least privilege / Zero Trust
-
Auditing and compliance awareness
-
Exposure to SIEM tools
-
Windows and Windows Server
-
Web technologies and browser-based auth
-
Strong communication skills
-
Escalation management
-
End-to-end case ownership
-
Work with engineering, product, and PSO
-
Drive issue resolution and improvements
-
Knowledge base creation
-
Identify repeat issues
-
Drive automation and deflection
Company Description
One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyse 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 at One Identity Careers | Explore Opportunities with the OI Team
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 One Identity employees if they have an email address ending in @oneidentity.com.
