SaaS Support Specialist

hace 7 días


San José, San José, Costa Rica Micro Focus A tiempo completo

**Job Overview**

We are seeking a highly skilled SaaS Support Specialist - CyberRes to join our team. As a key member of our CyberRes SaaS organization, you will provide customer and cloud infrastructure support for our Change Guardian product offering.

This role offers an excellent opportunity to increase your existing IAM, AWS, and customer implementation and support skills, with room for advancement into site-reliability-engineering, development, professional services, leadership, and other roles.

Key Responsibilities:

  • Troubleshoot and resolve issues with our Change Guardian SaaS offering, including both product-related and cloud (AWS) infrastructure problems.
  • Take direct ownership of customer issues from end to end, resolving all requests and incidents.
  • Categorize and prioritize Change Guardian support requests utilizing ticketing to track issues and provide up-to-date status and information.
  • Work with our Site Reliability Engineering (SRE) team to help deploy new Change Guardian and containers to AWS.
  • Assist customer success team with on-boarding customers to Micro Focus's Change Guardian and IAM SaaS offering.
  • Assist with user identity and access management, such as new SaaS user setups and password resets.
  • Recommend and perform system upgrades and patching of the IAM SaaS environment on AWS.

Requirements:

  • Bachelor of Science in Computer Science, Information Technology, or a related field, or equivalent experience or certification.
  • 4+ years customer support, IT operations, or help desk experience.
  • 2+ years direct experience in either managing or implementing identity and access management (IAM) technology either on-premises or within AWS or Azure-based deployments.
  • Hands-on experience with AWS cloud environments.
  • Experience managing Linux-based systems in a cloud environment.
  • Advanced English Level.

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