Overview:
Responsibilities

• Technical Support:

o Handle escalated customer inquiries related to CIAM, including authentication, authorization, and user registration.
o Investigate and resolve complex technical issues promptly.
o Collaborate with L1 / L2 support and engineering teams to ensure timely resolution.
o Hands-on design, implementation, configuration, integration, and deployment experience with CIAM tools like OKTA, Ping etc.
o Well versed with all the various CIAM components and modules.
o Experience in the design and implementation of CIAM custom connectors.
o Web Services (both Soap Based as well as Restful).

• Platform Expertise:

o Develop in-depth knowledge of Auth0 and Okta CIAM platforms.
o Assist customers with configuration, integration, and customization.

• Incident Management:

o Monitor and manage incidents, adhering to SLAs.
o Document troubleshooting steps and resolutions.

• Customer Communication:

o Communicate effectively with customers, providing clear and concise instructions.
o Escalate critical issues to L3 support or engineering teams.

• Continuous Improvement:

o Identify areas for process improvement and contribute to knowledge base articles.
o Stay updated on industry trends and best practices.
Qualifications

• Bachelors degree in computer science, Information Technology, or related field.