Job Description:

Support Engineer

US-WA-Redmond

Job ID: 2024-9722
Type: Regular Full Time
# of Openings: 1
Category: BCI
Redmond, WA

Overview

WHO WE ARE:

Beyondsoft Consulting, Inc. is a leading technical solutions and consulting partner. We combine emerging technologies and proven methodologies to tailor elegant solutions that solve complex challenges and empower our customers to accelerate their business goals. For the past 25+ years we have been providing a broad range of high-quality IT services, including staff augmentation, business process outsourcing, custom software solutions, test automation, digital enablement, and other software engineering and digital transformation services.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

POSITION SUMMARY:
Our Redmond-based client is looking for a Support Engineer for a remote based positon. Support Engineers (SE) serve as frontline technical resources for customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

• Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.
• Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
• Act internally as a customer advocate.
• Empower customers to find information, self-solve when they decide to, and learn more about clients products, services and support.
• Advise customers on how to gain additional value from their client products.
• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

Qualifications

• Should have 5+ years expereince in designing, implementing and supporting solutions in a complex enterprise environment.
• Must have 3+ years of Authorization experience.
• Must have 3+ years of Authentication experience.
• Must have 3+ years ofActive directory experience.
• 5+ years technical background, enterprise experience, and knowledge in one or more of the technologies below:
• Identity Synchronization Technologies
• Authentication and Authorization Management
• Enterprise level protocols (Kerberos, PKI, Oauth, SAML, WS-Fed, etc)
• Identity Management
• Federation
• Security Management
• B2B, B2C
• Role based access control, Permissions management
• MFA
• English Language: Fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)
• Ability to meet customer and/or government security screening requirements are required for this role.

Preferred Qualifications:

• 1+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education in technologies below:
• Azure Active Directory
• Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc)
• Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc)
• Identity and Access Management
• Office 365 Identity Management
• Cloud Domain Management
• Cloud User Management and configuration
• Bilingual – preferred though not required: Portuguese, Korean, Mandarin, French, Spanish

WHAT WE HAVE TO OFFER:

Because we know how important our people are to the success of our clients, it’s a priority to make sure we stay committed to our employees and making Beyondsoft a great place to work. We take pride in offering competitive compensation and benefits along with a company culture that embodies continuous learning, growth, and training with a dedicated focus on employee satisfaction and work/life balance.

• A competitive pay range of $40/hr- $41/hr (depending on experience).
• 15 days per year of Paid Time Off (PTO).
• 9 paid holidays per year (which includes 1 personal floating holiday).
• 401(k) retirement plan with company match.
• Eligible employees (and their families) are offered the following company-sponsored benefits: Medical, dental, and vision insurance, health savings account (HSA), short-term and long-term disability, employee assistance plan (EAP), and basic life and AD&D insurance.
• Eligible employees (and their families) are offered the following voluntary employee-funded benefits: Health care flexible spending account, dependent care flexible spending account, commuter benefits, voluntary accident & critical injury coverage, voluntary long-term care coverage, and voluntary life and AD&D insurance.

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.

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