SSO - TECHNICAL SUPPORT ENGINEER

Role Overview

We are seeking technically skilled IT Support Engineers who can independently troubleshoot and resolve authentication, login, platform, integration, and customer environment-related issues with minimal ramp-up.

This is an L2 Technical Support role requiring strong analytical skills, troubleshooting expertise, and the ability to own customer issues through resolution.

The ideal candidate will be an IT generalist with broad technical knowledge across authentication, networking, APIs, browser technologies, and enterprise SaaS environments rather than a highly specialized engineer.

Key Roles & Responsibilities

• Configure, deploy, and troubleshoot Single Sign-On (SSO) integrations across enterprise customer environments
• Investigate and resolve authentication and login-related issues
• Diagnose and troubleshoot SAML assertion failures, IdP configuration issues, certificate-related issues, and browser-based authentication problems
• Analyze and resolve platform access issues and application behavior anomalies
• Troubleshoot alert delivery failures across: Email, Mobile, Webhooks, API channels
• Support REST API integration troubleshooting activities
• Review logs and system data to identify root causes and service-impacting issues
• Troubleshoot customer-side environmental issues involving: DNS, Firewall configurations, Proxy settings, Browser behaviour, Network routing and connectivity
• Support integrations with enterprise and security-related platforms
• Manage and resolve customer support cases independently
• Escalate code-related product defects and engineering issues when necessary
• Maintain accurate case documentation and knowledge records
• Collaborate with Product, Engineering, and Customer teams to drive issue resolution

Must Have Skills / Qualifications

Identity & Authentication

Strong knowledge of SSO technologies and authentication workflows

Hands-on experience with: SAML, OAuth, OpenID Connect (preferred)

Ability to troubleshoot: SAML assertions, Identity Provider (IdP) configurations, Authentication failures, Certificate issues, Browser-based login problems

Technical Troubleshooting

Strong L2 troubleshooting and diagnostic skills

Ability to independently investigate unfamiliar technical issues

Experience analysing logs and identifying root causes

Excellent problem-solving and critical-thinking abilities

Networking Fundamentals

• Working knowledge of:DNS, Proxies, Firewalls, HTTP / HTTPS, TCP/IP fundamentals, Email delivery troubleshooting, Browser rendering and connectivity issues

API & Integration Knowledge

Understanding of REST APIs

Experience supporting API integrations

Ability to review logs and troubleshoot integration failures

Experience with webhooks is preferred

Tools & Platforms

• Experience with one or more: Salesforce, Zendesk, Jira, ServiceNow, Other enterprise ticketing systems

Preferred Skills

• Cybersecurity operations exposure
• Identity and Access Management (IAM) experience
• SaaS platform support experience
• Familiarity with security workflows and enterprise security environments
• Exposure to SIEM platforms, especially:
• Splunk (preferred)
• Microsoft Sentinel
• QRadar
• LogRhythm
• Exposure to log analysis, data investigation, and troubleshooting workflows.
• Cloud platform exposure (AWS, Azure, GCP)

Communication Skills

• Strong written English communication skills are mandatory
• Ability to communicate clearly and professionally with enterprise customers
• Verbal communication skills required for meetings, troubleshooting sessions, and customer interactions

What We Are Looking For

Candidates should demonstrate:

• Strong troubleshooting mindset
• High ownership and accountability
• Ability to work independently with minimal supervision
• Intellectual curiosity and willingness to investigate complex issues
• Broad technical knowledge across multiple IT domains
• Customer-focused approach and professional communication
• Ability to prioritize and manage multiple issues simultaneously