Support Engineer

Company: Beyond Identity
Location: Dallas
Posted on: February 25, 2021

Job Description:

At Beyond Identity, our mission is to provide passwordless authentication, which allows the implementation of passwordless identity management. Passwords are an antiquated technique for establishing a person's identity with a digital service. 80%+ of cyber incidents involve the misuse or mishandling of passwords; it is time for passwords to be replaced by strong security techniques that are usable by an audience that is not technical.The ideal candidate for the position will be a self-starter who is driven to find innovative ways to improve the product. The candidate will be results-oriented, passionate about the improvement of the user experience, and a critical and strategic thinker. The candidate is highly organized, has an ability to multitask and meet aggressive deadlines, and is a team-player and team-builder who is able to make meaningful and long-lasting connections with others.Day to day work will consist of working with technical questions that originate from internal and external sources being the customer's primary point of contact. Owning the critical incidents as incident manager and assisting engineering to reproduce identified issues and communicating updates to the customer. Produce high-quality knowledge articles to enable self-help and participate in enhancing processes.Responsibilities* Ensure high quality and timely support to customers per the severity of the issue and the contractual SLA* Coordinate and take ownership of the communication driving cases forward* Own the internal incident coordination when critical issues arise by partnering with our professional services, development, and product management teams * Provide feedback in the triage, troubleshooting, and resolution of problems reported by customers* Manage the resolution of escalated customer issues and provide timely and relevant communication to customers and other stakeholders* Document and communicate root cause analysis to customers when needed* Improve the technical support knowledgebase database containing instructions, troubleshooting guides, and communication templates* Work with support organization management team to align team objectives and standardsSkills & Qualifications* Bachelor's Degree in Computer Science or equivalent experience* 5+ years of hands-on working experience as an incident manager in a software development company* 1+ years of experience administering, implementing, or supporting Identity and Access Management solutions such as Okta, Microsoft, Ping* 1+ years of experience administering, implementing, or supporting AWS, Azure, or other cloud platforms.* Passion for customer service* Ability to work independently with little direct supervision and as a part of a team* High level of initiative* Desire to learn new and exciting technologies* Cross-platform OS knowledge [Linux, Mac OS X, Windows, iOS, Android]* Exceptional analytical and triage skills, creative problem solving, and logical decision making.* Excellent written and verbal communication skills* Strong drive and self-guidance for doing what is right for our customers* Adaptable to new processes, methods, and tools* Hands-on experience with SQL, PL/SQL* Experience with issue tracking/management systems like JIRA, Kayako, Zendesk, etc.* Hands-on experience using Visual Studio Code, Eclipse, or similar IDEs a plus* Working in SaaS, startup, and fast-paced environmentPluses* Experience producing technical documentation* Experience with Incident Management Tools such as OpsGenie, VictorOps, etc.* Experience with agile methodologies* Experience supporting LDAP, SSO, SAML, or WS federation* ITIL certifications* Experience with IDaaS solutions* Experience using REST APIs and supporting n-tier web applicationsSkills* Technical article writing* ITIL* Incident Management* Identity Management* Web Technologies* Troubleshooting* SaaS* Verbal Communication* Written Communication* Agile Methodologies* TicketingPowered by JazzHRSkgYlez1L6

Keywords: Beyond Identity, Dallas , Support Engineer, Engineering , Dallas, Texas