Senior Technical Support Engineer
Job Summary
As a pivotal member of the cross-functional Support Team, you will drive operational excellence and elevate the customer experience for global clients. You will manage complex technical issues, resolve incidents, and administer various SaaS platforms and identity management systems. The role requires strong troubleshooting skills, ITIL process knowledge, and a customer-focused approach in a dynamic environment.
Responsibilities
- Manage support incidents and service requests
- Perform advanced troubleshooting and root cause analysis
- Administer SaaS platforms and identity management (SSO, MFA)
- Execute employee onboarding/offboarding processes
- Maintain technical documentation and runbooks
- Monitor incident trends and support metrics
Required Skills
- 3+ years technical support experience
- English C1 proficiency
- ITIL process knowledge
- SaaS administration (Google Workspace, Slack, Zoom)
- Identity Management (Okta, SSO, MFA)
- macOS/MDM management (JAMF)
- Troubleshooting and analytical skills
Job Details
### Responsibilities:
- Respond to support incidents and service requests via defined communication channels in line with SLAs.
- Investigate and resolve incidents, including real-time issues, through structured troubleshooting and log analysis.
- Perform advanced technical troubleshooting, including root cause analysis and validation of resolution approaches.
- Manage user access requests, including provisioning, deprovisioning, permission changes, and service account/API token setup across multiple SaaS platforms.
- Support identity and authentication processes, including troubleshooting SSO, MFA, and OAuth/SAML integration issues.
- Administer collaboration tools (e.g., Slack, Zoom, email platforms), including configuration, user management, and issue resolution.
- Execute employee lifecycle processes, including onboarding and offboarding.
- Provide endpoint and hardware support, including macOS troubleshooting, device provisioning, and repair coordination.
- Maintain and update documentation, including runbooks, knowledge base articles, and operational procedures.
- Identify opportunities for automation and implement improvements to optimize support processes.
- Act as Incident Manager during Major Incidents when required.
- Monitor incident trends, gather and report support metrics, and track resolution progress.
### Requirements:
- 3+ years in a technical support or IT support role.
- Excellent communication skills in English (C1 or higher).
- Basic knowledge of server hardware, software, and operating systems.
- Practical understanding of ITIL processes (Incident, Problem, Change, Service Request, MIM).
- Proven experience in troubleshooting and problem resolution.
- Experience with help desk software (Jira, Confluence, Zendesk, etc.).
- Hands-on experience with Okta or similar IdP (SSO configuration, user lifecycle management, MFA troubleshooting).
- Proficiency in managing Slack, Zoom, and Google Workspace at an admin level.
- Experience with macOS and MDM solutions (e.g., JAMF).
- Familiarity with GitHub/GitLab, Networking (DNS, connectivity).
- Strong analytical, problem-solving, and time management skills.