Have you ever wondered about Digital Identity and how it is used across the cloud or how Managed Services really works? If you want to be a part of the Digital revolution that is critical to the success of the digital age, then look no further. ProofID is a fast-growing company that specializes in securing digital identity and providing managed services to a wide variety of customer industries. Our team loves working with highly driven teammates excited about defining the future of identity across all types of devices and services on the internet.

ProofID is seeking a Managed Services Support Engineer to become a part of our service support center team that provides customer support, troubleshoots/resolves issues, and evolves current system capabilities. This individual is responsible for the first level of support for our product and managed services customers. Service Support Specialists respond to customer inquiries, triage issues, identify scope and gather information to ensure cases are properly documented in our ITIL tool.

Duties and Responsibilities

• As a Tier 1 Managed Services Support Engineer
• Provide technical support to customers via telephone and email.
• Log support incidents from customers via telephone and email.
• Monitor the support tickets to ensure response/resolution timelines are within the required service level agreements (SLAs).
• Communicate steps to resolve and/or consult and escalate to the next tier when needed.
• Answer basic questions on common issues reported to the service desk
• As a Tier 2 Managed Services Support Engineer:
• Learn about the Identity Management and Single Sign on products we support.
• Research functional and usability issues reported to the Service Support Center that includes performing analysis to determine final resolution.
• Assist with root causal analysis to prevent issue reoccurrences.
• Maintain current system functionality and perform periodic updates.
• Contribute to our Knowledge Base
• Maintain a support test environment to quickly replicate customer issues and have a strong desire for continuous learning

Required Technical Qualifications

• Associates degree or 2+ years’ experience providing customer support functions.
• Able to provide support via telephone, email and remote access.
• Ability to work within strict SLAs.
• Ability to work with an incident management system.
• Troubleshooting skills.
• Understanding of networks (e.g., TCP/IP, load balancers, firewalls).
• IT management (e.g., Windows, Linux, MacOS).

Desired Technical Qualifications, but not required:

• Experience of one or more enterprise-grade Identity Management solutions from vendors in the marketplace (for example Ping Identity, NetIQ, Microsoft, ForgeRock, Okta, SailPoint etc.) and integrating these systems in customer environments to drive business benefit.
• Troubleshooting skills especially with the Identity and Access Management products.
• Familiar with SaaS applications (Salesforce, Google, etc).
• Knowledge IAM protocols to include SCIM, SAML, OAuth, and OpenID Connect
• Web-based application consulting and/or support for (MS IIS, Apache) and modern web browsers, such as MS Internet Explorer, Chrome, Firefox and Safari.
• Understanding of Federation / Single Sign-On (SSO) and Web Access Management (WAM).
• Working knowledge of Access Gateway technology and Secure API architectures.
• Working knowledge of User Directory (Active Directory, OpenLDAP, OpenDJ).
• Knowledge of Amazon’s AWS services (i.e. VPCs, SES, RC2, R3, Route 53, Cloud Formation, etc.).

Personal Qualifications

• Excellent written and verbal communication skills
• Team oriented, both as a team member and mentor
• Committed to making customers successful and exceeding their expectations
• High standard for solution and process quality
• Ability to self-manage and independently deliver results
• Desire to learn new and exciting technology

Location

• Colorado Springs, CO