ABOUT THE ROLE:
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 interest in working in a dynamic, high growth, learning environment, this role is for you.
We're looking for a talented and driven Technical Support Engineer. We're a fast growing company working in the 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’re searching for talented and driven 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!
SPECIFIC JOB RESPONSIBILITIES INCLUDE:
- 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 come up with process improvements and new ways to delight customers.
- Bachelor’s degree
- 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.
- Ability to learn new technologies quickly.
- Excellent relationship management, customer service and communication skills in 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.
- Willing and able to work between the hours of 9am-6pm Pacific Time to provide coverage to our West Coast customers
- 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 concentration in Active Directory 2008 R2 or higher.
OneLogin 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. We are headquartered in San Francisco, California. For more information, visit www.onelogin.com, Blog, Facebook, Twitter, or LinkedIn.
- 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 in order 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
- Great place to work - Create a work environment of transparency, trust and professional challenges that attract the best possible people