Escalation Engineer Remote UK

Location UK-Remote
Job ID
Position Type
Regular Full-Time



One Identity delivers identity governance, access management, and privileged account management solutions that facilitate and secure the digital transformation of our customers. Our solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access.

We are looking for a bright, self-motivated Escalations Engineer to join an existing team, providing 2nd and 3rd line technical support for products in our Identity and Access Management (IAM) portfolio for customers all over the world. You will be working from home as a member of a global remote-working team and progress your role through on-the-job training by your manager and colleagues.


As a Junior Escalations Engineer you will provide technical expertise for problems that the 1st line support team are unable to solve. You will investigate the requests and software issues escalated by 1st line support and liaise with development teams to resolve them.


-Support Identity and Access Management products working with support engineers based worldwide

-Work closely with the engineering team to resolve product defects, plan enhancements and help resolve customer problems with the minimum amount of disruption to the customer.

-Reproduce errors, and build test systems to help implement solutions

-Monitor the case tracking system for newly-escalated customer issues and follow process to meet service level agreements.

-Continue to update the global support organization with updates throughout the lifecycle of the customers service request in accordance with the service level agreement guidelines

-Be available to participate in online meetings and calls where necessary during the working day, and convey accurate information to customers and to development teams as required.

-Be available to handle priority escalations at fixed times outside normal office hours, according to the on-call schedule

-Author knowledge-based articles to help customers mitigate or circumvent known problems

-Undergo any training as required by your manager





-1+ years of experience in software customer support or software development role

-Good working knowledge of TCP/IP networking and application-level protocols

-Good written and verbal communications skills

-A good understanding of information security concepts and principles

-A basic grasp of cloud computing concepts and technologies

-Experience with Windows Server operating systems

-Experience with Linux/UNIX operating systems

-Any coding skills e.g. JavaScript, JSON, C#



-Hyper-V / VMWare ESX / Workstation experience and use of virtual environments

-PowerShell scripting and usage of Rest API technologies

-SQL scripting experience would be advantageous

-Microsoft Azure experience

-Managing Active Directory / Kerberos / Group Policy


Company Description 

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers. 


When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment. 


Why work with us? 

-        Life at One Identity means collaborating with dedicated professionals with a passion for technology. 

-        When we see something that could be improved, we get to work inventing the solution. 

-        Our people demonstrate our winning culture through positive and meaningful relationships. 

-        We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. 

-        Our team members’ health and wellness is our priority as well as rewarding them for their hard work. 


One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages. 





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