Customer Service Analyst 2-Support

Job description

Position Overview

Romania - remote Requirements: Identity Protocols (SAML, OAuth 2.0, OIDC); Access Control; REST APIs; Automation; Cloud; Position Overview As an IC2 Technical Support Engineer specializing in OCI Identity & Access Management, you will focus on resolving technical cloud security issues raised by enterprise customers. You will work under general supervision, leveraging established workflows, technical documentation, and your API expertise to resolve identity, authentication, and authorization tickets within defined SLAs.

This role is ideal for a professional who understands modern web authentication and wants to deepen their expertise in cloud identity domains.

Key Responsibilities

Ticket Resolution: Own and drive mid-level technical support tickets to resolution, ensuring high customer satisfaction and adherence to SLAs.

IAM Troubleshooting

Assist customers with routine to moderately complex OCI IAM configurations, including policy syntax errors, identity domains, compartment access issues, and user onboarding.

API Diagnostics

Intercept and analyze customer API requests, diagnosing failed authentication tokens, expired client credentials, and authorization errors via log analysis.

Tool Utilization

Guide customers on how to replicate, test, and verify their OCI IAM integrations using Postman collections and standard Oracle REST endpoints.

Federation & MFA Support

Troubleshoot common Single Sign-On (SSO) login failures, multi-factor authentication (MFA) resets, and basic token issues.

Escalation Management

Recognize when an issue requires advanced engineering intervention and properly document logs and findings before escalating to senior (IC3/IC4) engineers or Product Development.

Required Technical Skills & Qualifications

Core Technical Requirements (Must Have)

REST API & Tooling

Strong hands-on proficiency with REST APIs and API client tools like Postman or cURL to test authentication endpoints, inspect JSON payloads, HAR files, understanding of HTTP status codes and validate identity domains.

Identity Management Frameworks

Foundational knowledge of Identity and Access Management (IAM), user lifecycle management, group mappings, and policy syntax.

Modern Auth Protocols

Clear understanding of the workflows and message exchanges in modern web authentication, specifically OAuth 2.0, OpenID Connect (OIDC), and SAML 2.0.

Experience

Typically 1 to 3 years of experience in technical support, application support, or systems/identity operations.

Preferred Qualifications (Nice to Have) Automation & Scripting

Basic familiarity with Python or Bash scripting for executing automated API calls.

Infrastructure Basics

Light understanding of basic networking (e.g., DNS,) or operating systems (Linux/Windows).