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