TECHNICAL SUPPORT ENGINEER

Position Description
The ideal Directories Technical Support Engineer is an articulate and seasoned
technical specialist who understands and can appreciate the challenges organizations
face in implementing and integrating cloud technologies into complex IT environments
across heterogeneous operating environments. You have technical depth and a
customerfirst mentality, the motivation to take the initiative to own and resolve
customer issues, and an interest in working in a dynamic, fastgrowing environment.

Job Duties and Responsibilities
A Technical Support Engineer is the primary point of contact for all supportrelated
issues for Oktas enterprise customers. A Technical Support Engineer acts as the voice
of the custom to ensure technical support and best practice guidance are provided
within published SLAs.
Take endtoend 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.
Provide wellthoughtout and reliable direction, both in technical and
nontechnical terms, to help customers integrate, deploy, and maintain Oktas
suite of security products.
Serve as an internal and external point of contact on customer matters and
ensure customer issues are resolved as expediently as possible.
Collect information and document bugs with Engineering for product issues that
are impacting customers.
Function as a subject matter expert within support for Oktas suite of security
products
Contribute to and maintain repository of security centric knowledge within
support and promote a culture of team knowledge share and collaboration
Push creative thinking beyond the boundaries of existing industrystandard
practices to come up with process improvements and new ways to delight
customers.
Be a customer advocate for timely resolution of the problems reported,
understand the environmentnetwork and impact on business
Required Skills
5 years of customer support, technical support, system administration, or
related customerfacing role
BABSMS in Computer Science, Management Information Systems, related
discipline, or relevant professional experience.
Familiarity with Networking at OSI Model Layers 47
Hands on experience configuring top down firewall rules
Experience in supporting and troubleshooting Active Directory, and LDAP in
onpremise environments
Experience in supporting and troubleshooting cloud based directory service such
as Azure Active Directory and emerging hosted LDAP services
Experience with troubleshooting and supporting cross domain trust and group
memberships within enterprise scale Active Directory environment as well as
Active Directory group policy and LDAP policies and overlays
Experience with installation and configuration of applications within a Linux
environments
Crossplatform OS knowledge [Mac OS X, Windows ServerDesktop, IOs and
Android
Ability to learn new technologies quickly.
Excellent relationship management, customer service, and communication skills
in a variety of forms written, live chat, conference calls, inperson.
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.
Experience documenting customer issues via Salesforce or a similar CRM
ticketing system
Experience translating customer issues into engineering centric reports via JIRA
or other bug reporting systems
Prior experience providing support to large enterprise customers preferably with
customer management interaction.
Broad knowledge of, and experience in, fundamental information security
concepts.
Excellent understanding and experience with threat vectors e.g. DDOS, password
spray, including how to identify, mitigate, and prevent.
Knowledge of security best practices Certificates, Zero Trust, least privileged
access etc.
Understanding of Identity and Access Management protocols and technologies
SSO, SAML, OAuth, Radius, Federation, etc.
Bolsa de trabajo Chile ofrecemos puesto de Technical Support Engineer para el sector de Ingenieria en la empresa CGS de Santiago Centro. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada de 44 horas semanales.