Engineer, Support Operations - Enterprise Support

We are a leading SaaS provider specializing in enterprise-level Identity Governance and Administration (IGA), Identity and Access Management (IAM), and Privileged Access Management (PAM) solutions. Our mission is to deliver world-class, scalable solutions to large organizations. We are looking for experienced Technical Support Engineers who have a strong background in enterprise product support to join our growing global team.

• Serve as a subject matter expert in our enterprise-level IGA/IAM/PAM solutions, providing support to customers via tickets, email, and calls.
• Troubleshoot and resolve complex issues affecting large-scale deployments, including authentication, provisioning, workflows, role management, and integration with enterprise systems.
• Collaborate closely with customer IT teams and internal departments (Engineering, Product, QA) to handle escalations and drive solutions.
• Perform log analysis, database query troubleshooting, and diagnostics to identify root causes of system issues in large-scale enterprise environments.
• Support integration with enterprise tools such as ServiceNow, SAP, Active Directory (AD), and other mission-critical platforms.
• Assist in maintaining Service Level Agreements (SLAs) with a focus on customer satisfaction and swift resolution of high-priority issues.
• Actively participate in post-incident reviews and process improvements to enhance support quality for enterprise customers.
• Work with product teams to provide feedback on enterprise-level product performance and identify areas of improvement.
• Participate in 24x7 support operations for enterprise clients, ensuring high availability and responsiveness.

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 2+ years of experience providing technical support for enterprise security products. Experience of working in IGA, IAM, or PAM solutions is an added advantage.
• Expertise in enterprise environments, particularly with large-scale integrations, deployments, and troubleshooting complex technical issues.
• Strong hands-on experience with Active Directory (AD), LDAP, SQL databases, SSO, OAuth, and other authentication mechanisms in enterprise settings.
• Proven ability to work with enterprise tools such as ServiceNow, Salesforce, and other ITSM platforms.
• Experience working with cloud environments (AWS, Azure, GCP). Understanding of how IAM/PAM solutions integrate with enterprise cloud infrastructures is an added advantage.
• Excellent communication skills with the ability to articulate complex technical issues to both technical and non-technical stakeholders.
• Prior experience working in security domain
• Working knowledge of enterprise security policies, compliance standards, and identity lifecycle management in large organizations.
• Certifications in Identity and Access Management (IAM), Cloud Computing, or other relevant fields.
• Prior experience working in a 24x7 enterprise product support environment with tight SLA adherence.
• Customer-focused with a track record of resolving critical technical issues for enterprise clients.
• Strong analytical and troubleshooting skills, with a focus on problem-solving in complex enterprise environments.
• Ability to manage competing priorities and work under pressure in high-stakes enterprise environments.
• Team player with excellent collaboration and mentoring abilities.