Enterprise Tech Supp Advisor (ETP701)

Overview

OneLogin by One Identity is a leader in Identity and Access Management, enabling organizations to securely access applications across users, devices, and environments. Our solutions help customers improve security, efficiency, and user experience across their application ecosystem.

The IAM Support Engineer is technical support professional who builds strong foundations in identity, access management, and cloud/SaaS integrations. The role is suited for someone with a customer-first mindset, willingness to learn, and interest in troubleshooting authentication, SSO, MFA, and provisioning issues with guidance from senior engineers and support leadership.

This position focuses on handling standard support cases, documenting findings clearly, following established troubleshooting processes, and escalating complex or high-impact issues appropriately. The ideal candidate is curious, detail-oriented, collaborative, and motivated to grow in enterprise identity and access management support.

Responsibilities

• Looking for a professional with 5+ years of experience who can provide technical support and help build strong foundations in Identity and Access Management (IAM), cloud technologies, and SaaS integrations.
• Provide clear, timely, and customer-friendly support for standard OneLogin by One Identity service questions and technical issues.
• Perform initial troubleshooting, gather required logs/details, and document findings accurately before escalating when needed.
• Support customers with basic configuration, integration, deployment, and maintenance questions using approved guidance and internal resources.
• Meet customer experience expectations for response quality, timeliness, and professionalism.
• Take ownership of assigned cases within defined scope and keep customers informed on progress and next steps.
• Collaborate with senior engineers, support leadership, Engineering, Product, and Professional Services to resolve complex issues.
• Identify potential product issues and assist in documenting reproducible details for Engineering review.
• Contribute to knowledge base articles, internal notes, and troubleshooting documentation for common issues.
• Participate in process improvement discussions by sharing observations from cases and customer interactions.
• Participate in on-call or incident support activities only as required and with appropriate guidance.

Qualifications

IAM / Identity Fundamentals

Understands core concepts and can explain them clearly.

Authentication vs authorization

SSO

MFA

Basic SAML, OAuth2, OIDC, SCIM

IDP/SP flow awareness

OneLogin / SaaS IAM Platform

Has basic hands-on exposure and is actively building platform confidence.

Hands on OneLogin, Okta, Azure AD

Common SaaS app integrations

Directory integration concepts

Troubleshooting & Support

Performs structured first-level troubleshooting using checklists, logs, and guidance.

Authentication/SSO issues

MFA problems

Provisioning/deprovisioning

Collecting evidence before escalation

Directory & Infrastructure

Understands common identity infrastructure at a foundational level.

Active Directory/LDAP basics

Entra ID awareness

DNS, certificates and networking fundamentals

Scripting & APIs

Has awareness or beginner-level experience; can learn through examples.

Basic Python or PowerShell

REST API and integration

JSON/XML reading

Simple automation concepts

Security & Compliance

Applies basic security hygiene and understands why controls matter.

Least privilege

Zero Trust awareness Audit/compliance basics

Sensitivity when handling customer data

Operating Systems & Web Platform

Comfortable with common user and admin environments.

Windows basics

Browser-based authentication

Basic web technologies

Customer-Facing Skills

Communicates clearly, professionally, and with empathy.

Case updates

Expectation setting

Asking clarifying questions Documenting next steps

Cross-Team Collaboration

Works well with peers and escalates with complete context.

Engages senior engineers, Engineering, Product and PSO with accurate notes and evidence

Operational Maturity

Builds good support habits and contributes to shared learning.

Knowledge base contributions

Repeat issue identification

Process feedback

Deflection ideas

Key Development Areas

• Develop independent troubleshooting capability for common IAM and SSO scenarios.
• Improve case documentation quality, including issue summary, impact, evidence collected, and next action.
• Build confidence in reading SAML responses, basic logs, configuration settings, and provisioning flows.
• Learn when to resolve independently and when to escalate with complete context.
• Progressively contribute to knowledge base content and repeat-issue deflection

Why Join One Identity

-Collaborate with talented, driven professionals who are passionate about technology and customer outcomes

-Gain exposure to enterprise-grade sales, partners, and complex …