Quest

Software Solutions Architect II

Location UK-Remote
Job ID
2022-9449
Category
Professional Services
Position Type
Regular Full-Time

Overview

OneLogin has joined One Identity by Quest! The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

 

The Software Solutions Architect/Technical Account Manager (TAM) provides personalized, proactive support and guidance by providing solutions for customer environments, addressing customer technical escalations, investigating critical and complex customer issues and establishing action plans to drive issues to closure.  TAM’s ensure timely handling of customer concerns and issues by leveraging knowledge and experience to develop strategies which improve the overall quality of the customer experience. 

 

On the operational front, the Software Solutions Architect/Technical Account Manager (TAM) studies the customer environment so they can provide informed guidance. They act as a technical liaison between the customer and the OneLogin by One Identity support team and focus on delivering technical recommendations that are aligned with the customer’s strategies and goals. The TAM also provides scheduled and ad-hoc reporting and analysis related to OneLogin by One Identity technical support incident, problem and change performance trends.

 

The TAM oversees and coordinates open incidents through resolution and manages technical support issues on the customer’s behalf. The TAM provides technical account support by working closely with the customer’s internal staff who understand their implementation requirements, effectively becoming the customer’s technical support expert The TAM also coordinates resources and subject matter experts to assist with issues and projects to ensure that all decisions are weighed against the potential impact to the business prior to deployment.

Responsibilities

-As the resident OneLogin by One Identity advocate for your customer, you are an extension of the customer's technical team

-Be the point of contact for all of your customer’s technical issues

-Facilitate timely resolution of customer issues by delivering personalized, “high-touch” support and expedited access to product experts familiar with the customer’s unique environment

-Coach customers to be product experts and train their teams on OneLogin by One Identity methodologies so they increasingly become self-sufficient

-Gain an understanding of customer’s Information Technology (IT) goals, priorities, processes and infrastructure and how OneLogin by One Identity contributes to the overall customer mission

-Provide proactive assistance when customers are planning changes and upgrades to their environment

-Represent Customer Success cross-functionally within the OneLogin by One Identity organization on product readiness, assess gaps in the existing process, and share recommendations for improvement

-Responsible for tracking and reporting on the health of your customer accounts, providing regular updates to Client Services leadership

-Provide information and updates regarding newly created defects, and enhancement requests as requested by the customer

-Participate in quarterly business reviews with broader account management teams

Qualifications

-Experience supporting Identity Access Management, SSO, SAML, or WS Federation are highly desired

-5+ years, enterprise technical support, system administration, professional services or account management, with at least 3 years in a senior technical role

-Excellent relationship management, customer service and communication skills

-Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS

-Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.

-Consistent track record of highly-professional customer service in a fast-paced, dynamic environment

-Excellent communication skills, including issue tracking, triaging and crisis management

-Working remote, able to leverage available resources and a strong self-learner

-Travel to customer’s location will be required with around 5-10% travel in total

 

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. 

 

Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team

 

#Quest2

 

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com. You can report job scams to the FTC (ReportFraud.ftc.gov) or your state attorney general.

 

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