Technical Support Engineer, IAM Security

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Micro Focus
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Full Time

Job Description

Technical Support Engineer, IAM Security

Job Description:

Identity and Access Management Support Engineer

Who we are:

Micro Focus is one of the world's largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today's rapidly evolving marketplace. That's high tech without the drama. www.microfocus.com

About the Role:

The Micro Focus Technical Support organization seeks an ambitious and customer focused Senior Technical Support Engineer to provide technical support and problem resolution for customers that are using Micro Focus Identity & Access Management products. https://www.microfocus.com/en-us/cyberres/identity-access-management for details about the IAM portfolio.

The Identity and Access Management Support Engineer:

  • Analyzes, diagnoses, and resolves complex product issues for customers related to Identity and Access Management and Identity Governance software products in enterprise application environments
  • Triages and prioritizes customer support issues taking into account known impact, customer temperature, and political impact
  • Uses logs, reproductions, technical documentation, and your personal troubleshooting skills and knowledge to find solutions.
  • Collaborates cross-functionally (other support teams, management, product management, engineering, sales, field support, consultants, etc) to resolve technical support issues
  • Communicates effectively with customers during the troubleshooting process using a wide variety of mediums including phone, e-mail, instant message, and remote control of customer environments
  • Is able to clearly articulate complex technical topics to both internal and internal audiences
  • Duplicates customer environments to assist in troubleshooting efforts
  • Develops, documents, and publishes best practice methods, knowledgebase articles and solutions
  • Designs and presents technical trouble-shooting and best practice training to peers and customers
  • Collaborates closely with team members from support, engineering and product management to resolve customer issues, advocate product enhancements, bug fixes, provide feedback on important features, product gaps and supportability matters
  • Helps to identity proactive measures that reduce customer reliance on technical support
  • Serves as subject matter expert for technical publications and user-community website
  • Participates in rotational on-call support during weekday evenings and on weekends


Education and Experience:
  • Bachelor's degree in Computer Science, IT, IS, Engineering or a comparable field or equivalent verifiable work experience
  • Experience supporting Enterprise Software products


Skills and Knowledge Required:
  • Sound knowledge of Linux or UNIX variants (particularly RedHat and SUSE) and Windows Servers
  • Database experience including the ability to develop and execute basic SQL commands (MSSQL, Oracle, Postgres, SQL)
  • Practical experience with Active Directory and/or eDirectory
  • Experience with troubleshooting network related issues
  • Experience with web servers (Apache, IIS) and application servers (Tomcat/Jboss)
  • System or Network Administration experience is a plus


Additional Skills and Knowledge helpful, but not required:
  • Experience working with Identity Management, Access Management, or Governance products from any vendor is a plus
  • Security certifications such as CISSP, Security+, CEH are a bonus
  • Linux certifications are a plus (Linux+, RHCE, SCE, SCA)
  • Experience withKubernetes and Docker
  • Experience with AWS or Azure
  • Language languages, particularly Spanish or Portuguese
  • Programming or scripting skills are highly desirable


If you want to be part of what's next andfind out more about ouravailable opportunities, visit Micro Focus Careers .

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Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status


Company Information

Micro Focus is one of the world’s largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace. That’s high tech without the drama.

Dice Id : 91109223
Position Id : 7021175
Originally Posted : 2 months ago

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