Technical Support Engineer

Proposed Solution:
The solution is to enhance and extend the proven L2 support framework currently in use for Payments (Production) and Data Platform (Non-Production). 

This adaptation will focus on client-centric scenarios, maintaining the core structure while introducing modifications to address unique requirements of clients. 

The L2 team will primarily handle operational tasks and troubleshooting, steering clear of direct software code changes to maintain efficiency and reduce risk.
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Works with Divisional and Core IAM engineering to learn and support the solutions.
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Provide expert support for authentication, certificate management, and user lifecycle management issues.
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Deliver responsive and knowledgeable assistance for routine and novel technical challenges.
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Act as a liaison between L1, CS, and Engineering, ensuring effective and prompt issue resolution.
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Works with Product and Engineering to drive any improvements
This approach is designed to reduce the burden on Engineering, improve turnaround times for minor and routine issues, and ultimately enhance client satisfaction through a more responsive and knowledgeable support system.
Scope of Work
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Provide troubleshooting for user login issues.
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Assist users with application resets and account recovery.
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Monitor authentication logs for suspicious activity.
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Escalate unresolved authentication problems to the Engineering team.
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Maintain records of support interactions and resolution runbooks
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Educate internal client service teams on authentication practices
Skill set
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Technical proficiency: 

In-depth understanding of authentication protocols, identity and access management (IAM) systems, and certificate management. 

Familiarity with common authentication technologies such as SSO, MFA, and directory services (e.g., Active Directory).
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Troubleshooting expertise: 

Strong analytical and problem-solving skills to diagnose issues related to user login, password resets, and account recovery, as well as the ability to interpret authentication logs for suspicious activity.
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Communication: 

Excellent written and verbal communication skills to effectively assist users, document support interactions, and collaborate with engineering and product teams.
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Attention to detail: Ability to maintain accurate records of support cases and resolutions, ensuring compliance with internal policies and protocols.
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Collaboration: 

Experience working cross-functionally with Support, Business Operations and Engineering teams to escalate unresolved issues and drive improvements in authentication processes.
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Continuous learning: 

Willingness to stay updated on evolving authentication technologies and security threats to provide expert guidance and support.