Escalations 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.

SKILLS

• Have strong analytical and problem-solving skills
• Has excellent interpersonal and communication skills
• Have an enthusiastic, flexible, positive attitude
• Have the ability to be focused and think clearly under pressure.
• Have a willingness to help others
• Speaks the languages of both customer and engineering and communicates well throughout the organization.
• Is self-motivated, well organized, and comfortable working independently.
• Works well under pressure and can handle multiple tasks and balance competing business priorities.
• Eager to learn new concepts and keep up to date with evolving technologies.

Qualifications:

• 3 years of experience in software customer support, or software development with customer engagement
• Familiar with the concepts of Identity and Access management (IAM), including SSO/Federation, multi-factor authentication, directory services, and privileged access management (PAM).
• Core knowledge:
• Microsoft sysadmin: Active Directory/LDAP/Kerberos
• Linux administration skills: PAM, NSS, scripting, Sudo
• Linux (RedHat, SuSe, Ubuntu, Debian)
• UNIX systems: AIX, Solaris, HPUX, BSD
• Network (debugging tools), DNS
• C/C++ (for debugging/root-cause analysis/troubleshooting)
• Optional Skills:

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.

• Support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.
• 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.
• Work closely with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.
• Assess tradeoffs in customer wants vs needs and provide pragmatic solutions under time and cost constraints.
• Build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.
• 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.
• 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.
• Be available to handle priority escalations at fixed times outside normal office hours, according to the on-call schedule
• Provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems