Senior Technical Support Engineer (Remote + IAM)

United Kingdom (flexible)

ABOUT THE ROLE

Our team is rapidly expanding and we’re searching for talented and driven Senior 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!

  • Apply specialised knowledge, analytical practices and procedures to analyse, diagnose and resolve issues in unique and often complex environments.
  • Effectively communicate procedural and technical issues to internal and external customers/stakeholders.
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
  • Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
  • Provide feedback to the training and documentation organisation so that common or emerging issues can be addressed before they become serious or widespread.
  • Create process and/or troubleshooting documentation in the Support knowledge base to drive faster issue resolution.

About you

  • Bachelor’s degree
  • You will need to be fluent in English and French.
  • 3 - 5 years of Customer Support, Technical Support, System Administration or related customer facing role.
  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, and Group Policies.
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
  • Proven ability to learn new technologies quickly.
  • Excellent relationship management, customer service, and communication skills in a variety of forms (written, phone, in-person.)
  • Ability to work independently and as a part of a team.
  • Excellent analytical and organisational abilities.
  • Ability to remain composed while articulating complex solutions in challenging customer situations.

Desired skills

  • Experience supporting Identity Access Management solutions.
  • Experience supporting LDAP, SSO, SAML, or WS Federation.
  • Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
  • Experience supporting REST APIs.
  • MCSE with a concentration in Active Directory 2008 R2 or higher.

About OneLogin

OneLogin, the leader in Unified Access Management, connects people with technology through a simple and secure login, empowering organizations to access the world™. The OneLogin Unified Access Management (UAM) platform is the key to unlocking the apps, devices, and data that drive productivity and facilitate collaboration. OneLogin serves businesses and partners across a multitude of industries, with over 2,500 customers worldwide. We are headquartered in San Francisco, California. For more information, visit www.onelogin.com, Blog, Facebook, Twitter, or LinkedIn.

Our core values

  • Security first - We make it our #1 priority to protect data and privacy. From the way we work to the technology we provide, security is top of mind
  • Customer focused - We design for, listen to and partner with customers to come up with smart solutions that drive business value
  • Collaborative - We take bold steps and work together to thrive across boundaries. We drive productivity as we grow as one team
  • Accountable - We get things done and take ownership of our work. Showcasing consistent quality and pride to perform at the highest levels
  • Creative - We embody creativity in everything we do. We embrace a diversity of ideas. We execute with ingenuity, flexibility, and agility
Mission

We’re passionate about connecting highly skilled women with leading companies commited to diversity and inclusion

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