Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Senior Support Engineer
Content Conspiracy
full-time
Posted on:
Location: Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $86,419 - $108,024 per year
Job Level
Senior
Tech Stack
AWSCloudCyber SecurityElasticSearchKubernetes
About the role
- Manage and complete support cases and service requests for customers
- Monitor and Administer PingFederate, PingAccess, and PingDirectory in a devops environment
- Provide communication with and between customers and other supporting teams across the organization
- Update processes, documentation, and knowledge base as changes are made or discovered
- Assist in coordinating and diagnosing issues in customer environments
- Initiate and participate in incidents and root cause analyses as a product SME
- Assume system administration responsibilities in certain areas
- Work closely with platform engineering to ensure customer inquiries are addressed and products are well-maintained
- Be exposed to and work with technologies and practices such as AWS, Kubernetes, and devops
Requirements
- Advanced Certification or minimum 2 years experience supporting at least 2 of the following: PingFederate, PingDirectory, PingAccess, Identity Manager
- Data analysis and correlation - Utilizing data analytics to correlate disparate data points and logs to draw conclusions about the source of a problem
- Complex System Analysis - Understanding and diagnosing issues within highly complex and integrated systems.
- Root Cause Analysis - Digging deeper into problems to understand the underlying causes, not just the symptoms.
- Excellent understanding of IAM Security best practices
- Proficient understanding of change management
- Experience working in a Kubernetes environment (advantage)
- Experience with networking (advantage)
- Experience in System Administration of an enterprise environment (advantage)
- Proficient in querying with tools like ElasticSearch/Kibana, Cloudwatch, Jira (advantage)
- Excellent customer service skills (advantage)
- Extroverted in nature - Enjoy working with customers, potentially under pressure (advantage)
