Escalation Senior Engineer
Publication d’Emploi : Escalation Senior Engineer chez One Identity
Opportunité Professionnelle à Panama
Titre du poste : Escalation Senior Engineer
Entreprise : One Identity
Description du Poste
One Identity est à la pointe de la transformation numérique, en fournissant des solutions de gestion des identités, de gestion des accès et de gestion des comptes privilégiés. Ces produits visent à simplifier et sécuriser les processus souvent laborieux liés à la gestion des identités et des accès. Dans ce contexte, nous recherchons un Senior Escalations Engineer autonome et compétent. Ce poste, entièrement à distance, est réservé aux candidats situés à Panama.
Responsabilités
Le rôle de Senior Escalations Engineer implique un soutien technique de niveau 2 pour notre portefeuille de produits en Identity and Access Management (IAM). Les responsabilités incluent :
- Investiguer et résoudre les requêtes des clients tout en fournissant des expertises techniques sur les problèmes escaladés par le support de niveau 1.
- Collaborer avec les clients, les experts produits et les ingénieurs pour diagnostiquer les problèmes et fournir des solutions satisfaisantes.
- Surveiller le système de suivi des cas et prioriser les problèmes selon les normes de l’entreprise et les accords de niveau de service.
- Travailler en étroite collaboration avec l’équipe d’ingénierie pour minimiser les interruptions de service.
- Concevoir des systèmes de test pour diagnostiquer des erreurs, tester des solutions et offrir des réponses viables.
- Participer à des réunions en ligne et ajuster son emploi du temps pour communiquer avec les équipes de développement basées aux États-Unis.
Compétences Requises
Les compétences nécessaires pour ce poste incluent :
- Fortes capacités analytiques et de résolution de problèmes.
- Excellentes compétences interpersonnelles et de communication.
- Capacité à traduire les problèmes des clients en tickets d’ingénierie exploitables.
- Attitude enthousiaste et flexible.
- Capacité à travailler efficacement sous pression tout en gérant plusieurs priorités.
Qualifications
Le candidat idéal aura :
- 3 ans d’expérience en support client de logiciels ou en développement logiciel avec engagement client.
- Familiarité avec les concepts de gestion des identités et des accès (IAM).
- Connaissance des architectures cloud multi-locataires et services associés.
- Notions en AWS, Kubernetes, et Docker.
- Expérience avec des outils de surveillance et de journalisation dans un environnement SaaS.
À propos de One Identity
One Identity permet aux organisations de toutes tailles de mieux gérer, sécuriser et analyser leurs informations et infrastructures. Avec une équipe internationale, nous visons à accroître nos revenus et à créer de la valeur pour nos clients. Nous offrons un environnement dynamique propice à l’apprentissage et à l’évolution professionnelle.
Pourquoi Travailler avec Nous ?
Travailler chez One Identity, c’est collaborer avec des professionnels passionnés par la technologie et innover ensemble. Nous valorisons notre culture d’entreprise à travers des relations positives et investissons dans le bien-être de nos collaborateurs.
One Identity est un employeur offrant l’égalité des chances et se consacre à un environnement de travail sans discrimination.
Postulez Maintenant
Si ce poste vous intéresse et que vous répondez aux critères, n’attendez plus ! Postulez dès maintenant !
Salaire attendu : À discuter
Localisation : Panama
Date de publication : Samedi, 31 mai 2025
Note importante : Soyez vigilant lors de votre recherche d’emploi et appliquez uniquement via des canaux officiels. Ne fournissez pas d’informations personnelles sensibles à des sources non vérifiées.
📅 Date de publication de l’offre : Sat, 31 May 2025 05:58:46 GMT
🏢 Entreprise : One Identity
📍 Lieu : Panamá
💼 Intitulé du poste : Escalation Senior Engineer
💶 Rémunération proposée :
📝 Description du poste : OverviewOne 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 Senior Escalations Engineer to join our Engineering team, providing Tier 2 technical support for products in our Identity and Access Management (IAM) portfolio for customers all over the world.100% Remote – Candidates MUST be located in Panama.ResponsibilitiesAs a Senior Escalations Engineer, you will investigate customer requests and provide technical expertise for issues escalated by Tier 1 support. You will liaise with customers, product experts, and engineers to troubleshoot issues and provide satisfactory solutions. You will bring a proactive, can-do mindset and fill a critical role in helping us meet customer expectations by delivering secure and reliable products and services.-Support Identity and Access Management (IAM) products and services, working with customers and support engineers worldwide.-Monitor the case tracking system for newly escalated customer issues and ensure they are triaged and prioritized per company guidelines and service-level agreements.-Work closely with the engineering team to troubleshoot customer problems and reach a resolution with minimal disruption to the customer.-Assess tradeoffs in customer wants/needs and provide pragmatic solutions under time/cost constraints.-Build test systems to help diagnose errors, test proposed solutions, and deliver a workable solution.-Keep the global support organization up-to-date throughout the lifecycle of the customer service request in accordance with communication protocols and service level agreements.-Be available to participate in online meetings/calls during the working day, with some flexibility to overlap hours to convey information to customers and US-based development teams as required.-Provide information to the Product and Documentation teams for knowledge-based articles to help customers mitigate or circumvent known problems.Skills-Have strong analytical and problem-solving skills.-Has excellent interpersonal and communication skills.-Ability to translate customer problems into workable engineering tickets.-Have an enthusiastic, flexible, positive attitude.-Can focus and think clearly under pressure.-Have a willingness to help others.-Speaks the languages of both customer and engineering and communicates well.-Is self-motivated, well organized, and comfortable working independently.-Works well under pressure and can handle multiple tasks and balance competing business priorities.-Eager to learn new concepts and keep up to date with evolving technologies.Qualifications-3 years of experience in software customer support, or software development with customer engagement.-Familiar with the concepts of Identity and Access management (IAM), including SSO/Federation, multi-factor authentication, authentication protocols (like SAML/OIDC), and directory services.-Knowledge of service-oriented architecture in a multi-tenant cloud environment.-Experience resolving web issues using PCAPs, HAR Files, and/or other web logging methods.-Understanding of troubleshooting in a SaaS based environment utilizing monitoring and logging tools such as DataDog, and Airbrake.-Experience with AWS cloud architecture, Kubernetes, Docker, and networking protocols.-Familiar with REST APIs and product SDKs, and able to use them with frameworks such as Postman.-Some full-stack coding experience would be advantageous, especially with Ruby on Rails, JavaScript, Bash or PowerShell, and/or Postgres.-Strong experience with Microsoft Active Directory and Microsoft Entra ID-Experience providing support for web, mobile, and desktop applications integrated into cloud services.-Familiarity with RADIUS would be beneficial.Company DescriptionOne 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.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 atJob 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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