Production support - Dallas, TX

Production Support

Position : Fulltime

Location : Dallas, TX

Job description :

Provide troubleshooting for user login issues.

Assist users with password resets and account recovery.

Verify user identities according to security protocols.

Monitor authentication logs for suspicious activity.

Escalate unresolved authentication problems to Engineering team.

Maintain records of support interactions and resolutions.

Educate users on secure authentication practices.

Skill set

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). Solutions (i.e. Okta, RSA, Transmit, Hypr). They don't need knowledge of the protocols as much as experience with one or more products.

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.

Security awareness : Knowledge of security best practices and regulatory requirements to verify user identities and educate users on secure authentication procedures.

Communication : Excellent written and verbal communication skills to effectively assist users, document support interactions, and collaborate with engineering and product teams.

Attention to detail : Ability to maintain accurate records of support cases and resolutions, ensuring compliance with internal policies and protocols.

Collaboration : Experience working cross-functionally with L1, CS, and Engineering teams to escalate unresolved issues and drive improvements in authentication processes.

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