Escalation 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 **Escalations Engineer** to join our team, providing 2nd and 3rd line technical support for products in our Identity and Access Management (IAM) portfolio for customers all over the world.

**Responsibilities**:
As an Escalations Engineer you will provide technical expertise for problems that the 1st line support team are unable to solve. You will investigate the requests and software issues escalated by 1st line support and liaise with development teams to resolve them.
- Support Identity and Access Management products working with support engineers based worldwide
- Work closely with the engineering team to resolve product defects, plan enhancements and help resolve customer problems with the minimum amount of disruption to the customer.
- Reproduce errors, and build test systems to help implement solutions
- Monitor the case tracking system for newly-escalated customer issues and follow process to meet service level agreements.
- Continue to update the global support organization with updates throughout the lifecycle of the customers service request in accordance with the service level agreement guidelines
- Be available to participate in online meetings and calls where necessary during the working day, and convey accurate information to customers and to development teams as required.
- Be available to handle priority escalations at fixed times outside normal office hours, according to the on-call schedule
- Author knowledge-based articles to help customers mitigate or circumvent known problems
- Undergo any training as required by your manager

Qualifications:
**Soft Skills**
- Have strong analytical and problem solving skills
- Has excellent interpersonal and communication skills
- Hae an enthusiastic, flexible, positive attitude
- Have the ability to be focused and think clearly under pressue
- Have a willingness to help others
- Is self-motivated, well organized and comfortable working independently
- Eager to learn new concepts and keep up to date with evolving technologies

**Core Knowledge**
- Cloud: Azure experience
- Microsoft: Active Directory / Azure Active Directory / Group policy
- Network: DNS, TCP / UDP / routing and general troubleshooting
- Development: C# /,PowerShell / Bash / VB.Net (for debugging / root-cause analysis / troubleshooting)
- Previous Network administrator role or similar is preferred
- VMware/ Hyper V experience preferred
- Federation / SSO experience

**Optional Knowledge**
- Linux experience: RedHat, Suse, Debian
- Rest API experience
- SDK experience for writing scripts
- Mainframe / iSeries experience

**Company Description**

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.

**Why work with us?**
- Life at One Identity means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
- Come join us. For more information, visit us on the web at _One Identity Careers | Explore Opportunities with the OI Team