Technical Support Engineer
We are seeking a highly skilled and customer-focused Technical Support Engineer to join our team, supporting miniOrange’s Identity and Access Management (IAM) solutions. In this role, you will assist customers in Proof of Concept (POC) evaluations, deployment, and ongoing support of our IAM products. This is a dynamic position requiring advanced troubleshooting skills, expertise in IAM technologies, and a passion for delivering excellent customer experiences.
Status: Full Time, Employee
Experience: 5+ years
Qualification:: Bachelor's degree in Computer Science, Engineering, or related technical field (or equivalent practical experience).
Location: Baner, Pune
Roles & Responsibilities:
- Customer Assistance: Assist customers with POC setups, product deployment, and post-implementation support to ensure smooth adoption and optimal performance of miniOrange IAM solutions.
- Issue Resolution: Manage support cases end-to-end, troubleshoot technical issues, and provide effective resolutions within established SLAs.
- Advanced Troubleshooting: Analyze logs, utilize debugging tools, and replicate customer environments to diagnose and resolve complex issues.
- Collaboration: Work closely with cross-functional teams, including engineering and customer success teams, to resolve escalated issues and improve the customer experience.
- Documentation: Contribute to the creation and maintenance of support knowledge bases, technical documentation, and solution guides
- Proactive Support: Monitor and address potential customer challenges proactively, enhancing system performance and reliability.
- Technical Expertise: Stay up to date with IAM technologies, including SAML, OAuth, OpenID Connect, LDAP, MFA, and SSO.
- Automation: Develop and maintain scripts or automation tools as required to streamline support, deployment, and troubleshooting processes.
Requirements:
- Educational Background: Bachelor's degree in Computer Science, IT, or a related field.
- Experience: 5+ years in technical support roles, preferably within the IAM domain. Experience with miniOrange or similar IAM solutions is a strong advantage.
- Troubleshooting Skills: Proficient in debugging tools (Postman, Fiddler, Wireshark), analyzing system logs, and resolving network-related issues.
- Technical Proficiency: Familiarity with Unix/Linux, Windows OS, and cloud platforms (AWS, Azure).
- Deployment Tools Knowledge: Experience or familiarity with containerization and deployment tools like Docker, Kubernetes, or similar technologies.
- IAM Expertise: Understanding of authentication and authorization protocols (SAML, OAuth, OpenID Connect), directory services (LDAP, Active Directory), and MFA/SSO solutions is a strong advantage.
- Communication Skills: Excellent verbal and written communication skills to effectively interact with technical and non-technical stakeholders.
- Soft Skills: Strong problem-solving ability, customer orientation, and a collaborative mindset.
What We Offer You:
- A collaborative and supportive work culture.
- Opportunities for professional growth in the IAM domain.
- A constant stream of new things for you to learn. We're always expanding into new areas and exploring new ideas.
- A set of extraordinarily talented and dedicated peers.
- Competitive salary and benefits.
Compensation:
It will be the best in the industry and according to experience of the candidate and company norms.
To apply for this position, please email your resume to careers@xecurify.com and simply mention in the subject as Technical Support Engineer.
