Enterprise Tech Supp Advisor (ETP701)

Overview OneLogin by One Identity is a leader in Identity and Access Management, enabling organizations to securely access applications across users, devices, and environments. Our solutions help customers improve security, efficiency, and user experience across their application ecosystem. The IAM Support Engineer is technical support professional who builds strong foundations in identity, access management, and cloud/SaaS integrations. The role is suited for someone with a customer-first mindset, willingness to learn, and interest in troubleshooting authentication, SSO, MFA, and provisioning issues with guidance from senior engineers and support leadership. This position focuses on handling standard support cases, documenting findings clearly, following established troubleshooting processes, and escalating complex or high-impact issues appropriately. The ideal candidate is curious, detail-oriented, collaborative, and motivated to grow in enterprise identity and access management support. Responsibilities - Looking for a professional with 5+ years of experience who can provide technical support and help build strong foundations in Identity and Access Management (IAM), cloud technologies, and SaaS integrations. - Provide clear, timely, and customer-friendly support for standard OneLogin by One Identity service questions and technical issues. - Perform initial troubleshooting, gather required logs/details, and document findings accurately before escalating when needed. - Support customers with basic configuration, integration, deployment, and maintenance questions using approved guidance and internal resources. - Meet customer experience expectations for response quality, timeliness, and professionalism. - Take ownership of assigned cases within defined scope and keep customers informed on progress and next steps. - Collaborate with senior engineers, support leadership, Engineering, Product, and Professional Services to resolve complex issues. - Identify potential product issues and assist in documenting reproducible details for Engineering review. - Contribute to knowledge base articles, internal notes, and troubleshooting documentation for common issues. - Participate in process improvement discussions by sharing observations from cases and customer interactions. - Participate in on-call or incident support activities only as required and with appropriate guidance. Qualifications IAM / Identity Fundamentals Understands core concepts and can explain them clearly. Authentication vs authorization ## Sso Mfa Basic SAML, OAuth2, OIDC, SCIM IDP/SP flow awareness OneLogin / SaaS IAM Platform Has basic hands-on exposure and is actively building platform confidence. Hands on OneLogin, Okta, Azure AD Common SaaS app integrations Directory integration concepts Troubleshooting & Support Performs structured first-level troubleshooting using checklists, logs, and guidance. Authentication/SSO issues MFA problems Provisioning/deprovisioning Collecting evidence before escalation Directory & Infrastructure Understands common identity infrastructure at a foundational level. Active Directory/LDAP basics Entra ID awareness DNS, certificates and networking fundamentals Scripting & APIs Has awareness or beginner-level experience; can learn through examples. Basic Python or PowerShell REST API and integration JSON/XML reading Simple automation concepts Security & Compliance Applies basic security hygiene and understands why controls matter. Least privilege Zero Trust awareness Audit/compliance basics Sensitivity when handling customer data Operating Systems & Web Platform Comfortable with common user and admin environments. Windows basics Browser-based authentication Basic web technologies Customer-Facing Skills Communicates clearly, professionally, and with empathy. Case updates Expectation setting Asking clarifying questions Documenting next steps Cross-Team Collaboration Works well with peers and escalates with complete context. Engages senior engineers, Engineering, Product and PSO with accurate notes and evidence Operational Maturity Builds good support habits and contributes to shared learning. Knowledge base contributions Repeat issue identification Process feedback Deflection ideas Key Development Areas - Develop independent troubleshooting capability for common IAM and SSO scenarios. - Improve case documentation quality, including issue summary, impact, evidence collected, and next action. - Build confidence in reading SAML responses, basic logs, configuration settings, and provisioning flows. - Learn when to resolve independently and when to escalate with complete context. - Progressively contribute to knowledge base content and repeat-issue deflection Why Join One Identity -Collaborate with talented, driven professionals who are passionate about technology and customer outcomes -Gain exposure to enterprise-grade sales, partners, and complex deal cycles -Develop end-to-end sales skills, not just top-of-funnel activity -Enjoy real ownership, visibility, and clear pathways for career growth -Benefit from a culture that values innovation, teamwork, wellbeing, and performance 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, weintend 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 enable them to pursue a career that fulfills their potential.-Our team members’ health and wellness are our priority, as well as rewarding them for their hard work. One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages. Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com

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