Responsibilities

• Acknowledge, evaluate, probe and provide first response to all customer queries
• Investigate on Level one queries and provide resolution to the customer
• Recreate the issue raised by the customer in the test environment and provide solution to the customer and document the solution
• Raise engineering Jira ticket where ever necessary 
• Stay up-to-date with Aquera products and solutions
• Create knowledge base articles based on the solutions provided to the customer
• Engage with cross functional teams to discuss and resolve customer queries
• Post-deployment to production conduct periodic customer health-checks. Proactively monitor the run time alerts and take necessary actions to fix the issues accordingly.
• You will prepare and educate customers on new features and releases. 
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Escalate L2 & L3 issues appropriately
• Establish the root cause of application errors and escalate serious concerns to the Senior Engineer.
• Willing to work in 24/7 support shifts (on a rotation basis) and weekends

Required Skills 

• Bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• Exhibit a strong sense of urgency for high severity incidents
• Exceptional ability to prioritize and diagnose IT problems
• A passion for finding the root cause of problems, even when the process is tedious
• Awareness of, and ability to reason about, modern software & systems architectures, including load-balancing, queueing, caching, distributed systems failure modes generally, microservices, and more.
• Strong customer relationship skills, Giving your customers more than they expect will surprise and delight them.
• Experience in authentication and authorization OAuth, OpenID, and SAML protocols, 
• Good understanding of authentication and authorization, SCIM.
• Experience in ticketing tools Zendesk, JIRA, 
• Experience on Okta, SailPoint (IIQ, Identity Now), AZURE, Oracle IDCS & other identity providers is a plus.

Nice to have skills

• Experience in AWS tools, CloudWatch Monitoring.
• Proven experience in the implementation/technical support in identity, authentication, access management, and system integration software solutions
• Ability to translate business needs into requirements, design documents, and technical solutions.
• Well-developed interpersonal, written, and verbal communication.
• 1+ years of enterprise-wide experience in the identity & access management domain
• 1+ years of working with production environments, supporting operational issues