Systems Engineer - Support

Description

Please note: This role is based in France, and in-person attendance is highly encouraged in the office at least once a month.

Radiant Logic Introduction

Radiant Logic is the leader for enterprise-class Federated Identity and Identity & Governance Administration solutions.

Our customers are Fortune 1000 companies; we help them better leverage their existing Identity infrastructure, integrating their businesses to the cloud securely and improving operational productivity. We are a private company, profitable and growing rapidly. We are extremely proud of our world-leading technology, which simplifies the underlying complexities of integrating disparate systems and lets our customers focus on growing their businesses. All this is enabled by our team of first-class people.

Our headquarters are in San Rafael, CA, and we have offices in Chicago and Paris.

Role purpose

Deliver superior technical consulting to customers via telephone/email/online meetings to resolve technical issues through troubleshooting and identifying the root cause of the issue.

Responsibilities

• Manage customer support cases: Promptly reply to customers, collect customer architecture information, analyze logs, identify issues, and provide the best solutions
• Be able to explain complex technical concepts, both at high and low levels
• Develop in-depth knowledge of Radiant Logic products and other technologies that interact with them, such as directory servers, databases, and networking tools
• Reproduce customer issues in the lab using the appropriate platform
• Test product functionality
• Document and report issues to the Development team; ensure issues are resolved
• Collaborate with global team members to review customer issues and increase technical skills
• You will report to the VP of Customer Success

Qualifications

Skills and Experience

• BS or MS in CS/CIS or equivalent knowledge/experience
• Practical knowledge of Java, J2EE, and SQL programming
• Good written and verbal communication skills
• Excellent problem-solving and root cause analysis skills
• Excellent customer service skills and/or Help Desk experience
• Language skills: English and French

Additional Skills Required

• Working knowledge of the LDAP protocol
• Databases such as MySQL and OracleSQL
• In-depth knowledge of Windows and Linux operating systems
• Microsoft Active Directory

• Batch file and Shell scripting
• Experience using at least one of the following technologies related to identity and access management: LDAP, SAML, OAuth, OpenID Connect, or Kerberos
• Experience using cloud computing platforms and their identity and access management services, including one of the following: AWS IAM, Azure Active Directory, and Google Cloud IAM.
• Working knowledge of network protocols TCP/IP, UDP, TLS/SSL
• Ability to trace a packet capture via Wireshark
• Experience using containerization technologies, including Docker and Kubernetes