OneLogin L2 Support Engineer

QUEST/OneLogin by One Identity is the leader in Unified 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 manages and secures millions of identities around the globe.

Our core values:

●Integrity - As a security company, integrity is our highest priority. We deliver on our commitments and treat customers, partners, and colleagues equally.

●Innovation - Innovation is in our DNA and we always try to look ahead of the curve and think smarter, faster, bigger, and better.

●Excellence - We strive for excellence and quality in everything that we do to drive customer satisfaction and loyalty.

●Urgency - We live in a real-time world where the marketplace is fiercely competitive, and customers expect instant gratification. We operate with extreme urgency to address customer needs and resolve issues promptly.

●Customers for life - First and foremost, we are here to serve our customers. We take a long-term view of customer relationships and focus on building long-term value.

●Wonderful place to work - Create a work environment of transparency, trust, and professional challenges that attract the best possible people.

Role Responsibilities

The Technical 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 an interest in working in a dynamic, high-growth, learning environment, this role is for you. We are looking for a talented and driven Technical Support Engineer. We are a fast-growing company working in 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 are searching for talented and driven Technical Support Engineers. If you are an enthusiastic technical individual who is ready for a fast-paced, collaborative, high-growth environment, this role is for you!

-Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy, and maintain the OneLogin 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

-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 produce process improvements and new ways to delight customers

Qualifications

-Bachelor’s degree

-3+ years of Customer Support, Technical Support, System Administration, or related customer 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

-Ability to learn modern technologies quickly.

-Excellent relationship management, customer service, and communication skills in a variety of forms (written, phone, in-person.)

-Ability to work independently with little direct supervision and as a part of a team.

-Excellent analytical and organizational abilities

-Ability to remain calm, composed, and articulate when dealing with tough customer situations

Preferences

-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

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