Customer Support Engineer II (Remote)

at  Identity Automation

Company Overview:
Identity Automation is a Houston, Texas based software company that provides identity, data and configuration management products and solutions to government, education and commercial customers across the United States. Identity Automation offers competitive base salary and benefit programs, as well as incentive compensation for eligible employees.
About the Role:
The Customer Support Engineer II is responsible for responding to Tier 2 customer inquiries, triaging issues, identifying scope and gathering information to ensure cases are properly documented in our system. Our Customer Support Engineering team is also responsible for researching functionality and usability related issues; working with our customer’s IT personnel to understand the nature of the issue and communicate steps to resolve and/or consult and escalate to the next tier when needed. Other responsibilities of the role include conducting right to service check and answering basic questions on common issues. Our Customer Support Engineer contribute to both our Knowledge Base as well as our online community. Our engineers must maintain their support test environment to quickly replicate customer issues and have a strong desire for continuous learning.

Responsibilities:

• Knowledge of internet security concepts, products, and implementations, and can communicate that knowledge to individuals without technical experience
• Familiar with SaaS applications (Salesforce, Google, etc) Supporting SaaS solutions
• Web-based application consulting and/or support for (MS IIS, Apache) and modern Web browsers, such as Chrome, Firefox and Safari
• Take ownership of customer reported issues and see problems through to resolution in a timely manner
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Provide prompt and accurate feedback to customers
• Document knowledge in the form of knowledge base, tech notes and forum posts
• Participate in a 24x7 on call rotation with other members of the team
• Establish strong working relationships with customers
• All other tasks, responsibilities and duties as assigned.

Qualifications:

• Logical troubleshooting ability and analytical skills
• Great understanding of SSO, password management, and identity provisioning technologies
• Familiar with database servers (Postgres, MySQL, Oracle, etc.); virtualization technology (VMWare, Xen, etc.); cloud services (AWS, Azure, etc.)
• Ability to install, configure and manage Windows Server
• Knowledge of Linux, UNIX Operating Systems. as well as OS scripting (Bash, PowerShell, etc.)
• Superior time management skills
• Excellent interpersonal, oral, and written communication skills
• Ability to work under pressure in a fast-paced environment.
• Strong attention to detail with an analytical mind and outstanding problem-solving skills.

Preferred Qualifications:

• Preferred
• Knowledge of any of the following languages C/C++/Visual C, XML, J2EE, HTML, .NET(VB or C#), PHP, Perl, Java, Python, etc
• Knowledge of Microsoft and Linux server command line tools (BASH, PowerShell, etc.)
• Experience with Tomcat, SQL queries and / or LDAP

Education:

• Bachelor’s Degree in Computer Science, IT, Systems Engineering, or related qualification
• 2+ years of hands on technical support experience
• Industry Certification

• Knowledge of internet security concepts, products, and implementations, and can communicate that knowledge to individuals without technical experience
• Familiar with SaaS applications (Salesforce, Google, etc) Supporting SaaS solutions
• Web-based application consulting and/or support for (MS IIS, Apache) and modern Web browsers, such as Chrome, Firefox and Safari
• Take ownership of customer reported issues and see problems through to resolution in a timely manner
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Provide prompt and accurate feedback to customers
• Document knowledge in the form of knowledge base, tech notes and forum posts
• Participate in a 24x7 on call rotation with other members of the team
• Establish strong working relationships with customers
• All other tasks, responsibilities and duties as assigned