Enterprise Technical Support Advisor

Overview

Do you want to work in a fun and supportive environment? Do you want to join a world-class company where you can transform your career?

At One Identity, we know that companies with a strong positive culture perform so much better. That is why every day we strive to create a collaborative and inclusive working environment where our people can feel empowered to succeed. At One Identity, you may work from home, but you will never feel remote.

One Identity is an award-winning IT management software provider offering a broad selection of solutions that solve some of the most common and most challenging IT problems. We are very customer-focused and are proud to support the most complex customers with the highest IT demands in the world. It’s exciting, it’s challenging, and it’s rewarding while offering career and personal growth. We are currently looking for a Senior Support Engineer to join the One Identity Manager Team in Panama.

100% Remote – Candidate must be located in Panama. Local candidates only

Candidate must be able to work 12:30 – 8:00 pm Eastern

Responsibilities

As a Support Engineer, you will be a key member of a virtual product team spanning global regions and time zones. You will work directly with our customers as well as independently to test and debug customer issues in lab environments. You will gain exposure to on-premises, cloud-based, and software-as-a-service enterprise environments, incorporating a broad range of operating systems, protocols, and architectures. Customer service and teamwork are our core principles, and having fun in the process is expected.

You will be involved in the following activities, but not limited to:

• As a professional problem solver, you will take on new issues with enthusiasm and find timely solutions through applied knowledge, research, lab testing, and collaboration.
• You will be supported with training and tools to successfully resolve customer issues while working closely with other cross-functional teams, including the global Support team, Product Development, Cloud Operations, Professional Services, Sales, and Pre-Sales.
• Using email, phone, and web conferencing, you will provide world-class support to some of the world’s largest companies and organizations.
• By documenting your solutions, you will help our customers and your colleagues solve issues independently through our Knowledgebase.
• By sharing your knowledge, observations, and findings, you will help our engineering teams improve overall product quality, functionality, and reliability.

Qualifications

The successful candidate will bring to the role prior technical support experience at an enterprise level including development or system administration and technical writing skills. Your interpersonal skills and verbal and written communication skills are excellent. Your experience gives you the ability to define problems, collect data, establish facts, draw valid conclusions, and provide resolutions in order to achieve customer satisfaction. You have a strong desire to learn.

Required technologies

• You should have 2+ years’ experience managing and troubleshooting Active Directory (User/Group Administration, ADSI Edit, Replication, Permissions, Group Policies, LDAP)
• You should have 2+ years’ experience with enterprise network configuration, DNS and troubleshooting methods.
• You should have prior experience with Microsoft SQL Server
• Knowledge of PowerShell is an asset
• You should be aware of Change Control Process

Desirable technologies

• Experience with VB .NET or experience in another object-oriented and event-driven programming language and the willingness to learn VB .NET
• Familiarity with debugging tools/techniques (e.g. WebEx/GoToMeeting)
• Knowledge of Transact SQL (T-SQL) or PL/SQL scripting
• Knowledge of database design (entity-relationship model, normalization)
• Working knowledge of LDAP, Understanding of Schema and Kerberos
• Experience with Internet Information Services for Windows
• Prior exposure to Kubernetes

In addition, you will gain exposure to some or all of the following technologies:

• Operating Systems: Windows Server
• Databases: Microsoft SQL Server
• Target Systems: Active Directory, Exchange, LDAP, SAP, Sharepoint
• Networking: DNS, HTTP, SMTP
• Web: IIS, ASP.NET, Angular
• Virtualization: Azure, Docker
• Languages: C# .NET, Powershell, VB .NET
• Cloud: Cloud access provisioning, Identity federation, Security Assertion Markup Language (SAML)