Job Description

Job Summary

This position is part of the Support and Services team, within a global Support organization, and is responsible for ensuring internal and external customer satisfaction. As a Technical Product Support and Services Engineer, you will manage strategic accounts, support customers throughout their journey, and ensure they are fully supported. You will leverage your experience along with comprehensive product and process training to gain deep expertise in SaaS delivery practices.

Key Responsibilities

• Serve as a key member of the Support and Services team, delivering first-class post-sales support to customers.
• Collaborate with the Support and Services Manager, regional Support Engineers, Technical Account Managers, and Escalation Managers to plan for growth and meet business needs.
• Promote open communication within the team and contribute ideas to improve team effectiveness.
• Review team goals and metrics, taking action to ensure targets are met.
• Manage customer case escalations promptly, set expectations, and provide timely updates.
• Enhance the customer experience from initial contact to final case resolution.
• Work cross-functionally with Sales, Product Management, Engineering, and other service teams.
• Troubleshoot and resolve customer support issues efficiently.
• Keep customers informed on issue progress and resolution status.
• Provide support for Identity Security Cloud products in client environments.
• Collaborate with DevOps, Sustaining, Engineering, and Support teams to resolve complex issues.
• Assist clients pre- and post-implementation with support and self-service resources.
• Use the Case Management System to resolve or escalate cases.
• Analyze and develop scripts for Identity Security Cloud using various programming languages.

Skill Requirements

• 3–5+ years of experience in IT or product support.
• Able to read, write and speak in Korean (TOPIK 4, 5, OR 6 Certified)
• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience in Information Security, Identity Access Management (IAM), or System Administration.
• Familiarity with IAM tools and technologies (SSO, MFA, Privileged Access Management).
• Understanding of IAM concepts: provisioning, access control, lifecycle management, authentication.
• Proficient in working with REST APIs.
• Experience with HCM systems (e.g., Workday, Oracle, SuccessFactors).
• Skilled in software setup on Windows and Linux platforms.
• Experience with directory services (e.g., Entra, Active Directory, LDAP).
• Knowledge of protocols and technologies: XML, JSON, SAML, SCIM, SPML/SOAP, web/app servers.
• Proficiency in programming/scripting languages (e.g., Java, .NET, C++, Shell, PowerShell).

Other Requirements

1. Optional But Valuable Certifications: Sailpoint Iiq Certified Implementation Engineer, Java Se 11 Developer Certification