Tech Support, Identity & Access Mgmt

Altraize

5 - 8 years

6 - 10 Lacs

pune

Posted:1 week ago| Platform:

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Skills Required

ldap debugging automation tools issue resolution deployment saml customer experience technical support technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities

Customer Assistance: Assist customers with POC setups, product deployment, and post-implementation support to ensure smooth adoption and optimal performance of 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

Qualifications

Educational Background: Bachelors degree in Computer Science, IT, or a related field.

Experience: 5+ years in technical support roles, preferably within the IAM domain.

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