Escalation Senior Engineer

Overview

One Identity delivers identity governance, access management, and privileged account management solutions that facilitate and secure the digital transformation of our customers. Our solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access.

We are looking for a skilled, self-motivated Senior Escalations Engineer to join our Engineering team, providing Tier 2 technical support for products in our Identity and Access Management (IAM) portfolio for customers all over the world.

100% Remote – Candidates MUST be located in Panama.

Responsibilities

As a Senior Escalations Engineer, you will:

• Investigate customer requests and provide technical expertise for issues escalated by Tier 1 support.
• Liaise with customers, product experts, and engineers to troubleshoot issues and provide satisfactory solutions.
• Bring a proactive, can-do mindset and fill a critical role in helping us meet customer expectations by delivering secure and reliable products and services.

Your main responsibilities include:

• Support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.
• Monitor the case tracking system for newly escalated customer issues and ensure they are triaged and prioritized per company guidelines and service-level agreements.
• Work closely with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.
• Assess tradeoffs in customer wants/needs and provide pragmatic solutions under time/cost constraints.
• Build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.
• Keep the global support organization up-to-date throughout the lifecycle of the customer service request in accordance with communication protocols and service level agreements.
• Be available to participate in online meetings/calls during the working day, with some flexibility to overlap hours to convey information to customers and US-based development teams as required.
• Provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems.

Skills

We are looking for candidates who:

• Have strong analytical and problem-solving skills.
• Have excellent interpersonal and communication skills.
• Have the ability to translate customer problems into workable engineering tickets.
• Have an enthusiastic, flexible, positive attitude.
• Can focus and think clearly under pressure.
• Have a willingness to help others.
• Speak the languages of both customer and engineering and communicate well.
• Are self-motivated, well organized, and comfortable working independently.
• Work well under pressure and can handle multiple tasks and balance competing business priorities.
• Are eager to learn new concepts and keep up to date with evolving technologies.

Qualifications

• 3 years of experience in software customer support, or software development with customer engagement.
• Familiar with the concepts of Identity and Access Management (IAM), including SSO/Federation, multi-factor authentication, authentication protocols (like SAML/OIDC), and directory services.
• Knowledge of service-oriented architecture in a multi-tenant cloud environment.
• Experience resolving web issues using PCAPs, HAR Files, and/or other web logging methods.
• Understanding of troubleshooting in a SaaS based environment utilizing monitoring and logging tools such as DataDog, and Airbrake.
• Experience with AWS cloud architecture, Kubernetes, Docker, and networking protocols.
• Familiar with REST APIs and product SDKs, and able to use them with frameworks such as Postman.
• Some full-stack coding experience would be advantageous, especially with Ruby on Rails, JavaScript, Bash or PowerShell, and/or Postgres.
• Strong experience with Microsoft Active Directory and Microsoft Entra ID.
• Experience providing support for web, mobile, and desktop applications integrated into cloud services.
• Familiarity with RADIUS would be beneficial.