Escalation Engineer

at  Quest Software

Overview:
One Identity delivers identity governance, access management, and privileged account management solutions that facilitate and secure the digital transformation of our customers. Our solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access.
We are looking for a skilled, self-motivated Escalations Engineer to join our Engineering team, providing Tier 2 technical support for products in our Identity and Access Management (IAM) portfolio for customers all over the world.
Responsibilities:

As an Escalations Engineer you will investigate customer requests and provide technical expertise for issues escalated by Tier 1 support. You will liaise with customers, product experts, and engineers to troubleshoot issues and provide satisfactory solutions. You will bring a proactive, can-do mindset and fill a critical role in helping us meet customer expectations by delivering secure and reliable products and services.

• You will support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.
• You will have the chance to monitor the case tracking system for newly-escalated customer issues and ensure they are triaged and prioritized in accordance with company guidelines and service-level agreements.
• You will collaborate with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.
• You will have the freedom to assess tradeoffs in customer wants vs needs and provide pragmatic solutions under time and cost constraints.
• You can use your creativity to build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.
• You will be able to keep the global support organization up-to-date throughout the lifecycle of the customer service request in accordance with communication protocols and service level agreements.
• You will be available to participate in online meetings and calls where necessary during the working day, with some flexibility to overlap hours to convey information to customers and US-based development teams as required.
• You will be available to handle priority escalations at fixed times outside normal office hours, according to the on-call schedule
• You will have the opportunity to provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems.

Qualifications:

• You should have 3 years of experience in software customer support, or software development with customer engagement
• You should be familiar with the concepts of Identity and Access management (IAM), including SSO/Federation, multi-factor authentication, directory services, and privileged access management (PAM).
• You should have experience in networking troubleshooting and protocols.
• You should have in depth knowledge of UNIX (Solaris/HP-UX/AIX) and Linux (RedHat/Ubuntu/SUSE)
• You should have strong experience with Microsoft Active Directory especially with large Active Directory Domains spanning child domains / Trusts and Kerberos.
• You should have knowledge of scripting on UNIX/Linux platforms
• You should be familiarity with software development would be advantageous, especially with C++ or C# on UNIX /Linux
• This position would suit someone with 2 or more years’ experience as a Sysadmin

COMPANY DESCRIPTION

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze 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.

• You will support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.
• You will have the chance to monitor the case tracking system for newly-escalated customer issues and ensure they are triaged and prioritized in accordance with company guidelines and service-level agreements.
• You will collaborate with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.
• You will have the freedom to assess tradeoffs in customer wants vs needs and provide pragmatic solutions under time and cost constraints.
• You can use your creativity to build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.
• You will be able to keep the global support organization up-to-date throughout the lifecycle of the customer service request in accordance with communication protocols and service level agreements.
• You will be available to participate in online meetings and calls where necessary during the working day, with some flexibility to overlap hours to convey information to customers and US-based development teams as required.
• You will be available to handle priority escalations at fixed times outside normal office hours, according to the on-call schedule
• You will have the opportunity to provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems