Customer Service Analyst 2-Support

REST API & Tooling: Strong hands-on proficiency with REST APIs and API client tools like Postman or cURL to test authentication endpoints, inspect JSON payloads, HAR files, understanding of HTTP status codes and validate identity domains.

Identity Management Frameworks: Foundational knowledge of Identity and Access Management (IAM), user lifecycle management, group mappings, and policy syntax.

Modern Auth Protocols: Clear understanding of the workflows and message exchanges in modern web authentication, specifically OAuth 2.0, OpenID Connect (OIDC), and SAML 2.0.

Experience: Typically 1 to 3 years of experience in technical support, application support, or systems/identity operations

Preferred Qualifications (Nice to Have)

Automation & Scripting: Basic familiarity with Python or Bash scripting for executing automated API calls.

Infrastructure Basics: Light understanding of basic networking (e.g., DNS,) or operating systems (Linux/Windows).

Ticket Resolution: Own and drive mid-level technical support tickets to resolution, ensuring high customer satisfaction and adherence to SLAs.

IAM Troubleshooting: Assist customers with routine to moderately complex OCI IAM configurations, including policy syntax errors, identity domains, compartment access issues, and user onboarding.

API Diagnostics: Intercept and analyze customer API requests, diagnosing failed authentication tokens, expired client credentials, and authorization errors via log analysis.

Tool Utilization: Guide customers on how to replicate, test, and verify their OCI IAM integrations using Postman collections and standard Oracle REST endpoints.

Federation & MFA Support: Troubleshoot common Single Sign-On (SSO) login failures, multi-factor authentication (MFA) resets, and basic token issues.

Escalation Management: Recognize when an issue requires advanced engineering intervention and properly document logs and findings before escalating to senior (IC3/IC4) engineers or Product Development.