Identity Automation LP

  • Support Engineer Team Lead

    Job Locations US-TX-Houston | US-TX-Austin
    Posted Date 3 weeks ago(9/27/2018 11:31 AM)
    Job ID
    2018-1055
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    Identity Automation is a leading cybersecurity company committed to helping organizations embrace security.  Our identity and access management solution enables our customers to improve productivity and collaboration while limiting risk.  Growing over 40% annually, we are rapidly expanding in enterprise, healthcare, and government verticals while maintaining a dominant presence in education.  With offices in Houston, Austin, and Boise ID, our growing team of employees and fantastic customers are what sets Identity Automation apart.

     

    The Support Engineer Team Lead position is for experienced individuals looking to continue their career in a security software company.  You will join our Support Engineering team to assist with our RapidIdentity product. You will also help lead and assist in the development of our Junior Support Engineers. We offer advancement opportunities and competitive benefits.

     

    Responsibilities

    Requirements

    • Education: Bachelor’s degree or equivalent combination of experience and education
    • Experience: 5-10 years Technical Support experience

    Responsibilities

    • Work with customers and junior support engineers to resolve customer issues
    • Interact with other Technical Operations when necessary
    • Develop and/or append to documentation including help text, knowledge-base articles, forum responses, and internal documentation
    • Infrastructure knowledge including, but not limited to, Linux, Windows, SQL, Windows Server, MySQL, PostgreSQL, LDAP, and AWS.  Stay current on new technologies as they relate to security, identity management, and application development
    • Mentor Junior Support Engineers
    • Other duties as assigned by Manager

    The above statements are only intended to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

    Qualifications

    Skills

    • Aptitude for learning and applying troubleshooting concepts
    • High level of critical thinking to independently or jointly develop solutions
    • Self-starter with an obsessive passion to resolve issues
    • Client-focused attitude with excellent communication skills; both written and verbal
    • Ability to work independently and within a team

    Useful Experience

    • Experience with Windows Server, IIS, NPS, RADIUS, Event Viewer
    • Experience with Various VPN Environments including but not limited to  Cisco, Netmotion, Juniper
    • Database experience (MySQL, PostgreSQL, MSSQL, etc.)
    • Operating system experience including Windows and Linux
    • LDAP experience (esp. Active Directory)
    • Ability to troubleshoot Windows hardware and driver issues

    Working Conditions

    • Most duties performed in office conditions
    • Preferred location is Houston, TX; however, other Identity Automation locations in Austin, TX, Boise, ID, and remote will be considered (no relocation provided)
    • Occasional travel to professional meetings and working trips as required (approximately 5-10%)
    • Company stipend provided for computer
    • Maintain confidentiality regarding proprietary information at all times
    • May require working a “shifted” schedule, ie early or late start/end periodically
    • After training is complete, will take part in the on-call rotation

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