Authentication Product Support Agent – Remote (Americas)

SecurityBridge•,

11h•Remote

About The Position

SecurityBridge is a fast-growing global software leader transforming how enterprises secure their SAP environments. Our mission is to deliver cutting-edge, high-impact SAP security solutions that enable some of the world’s largest organizations to stay ahead of ever-evolving cyber threats. Our TrustBroker product enhances security and the user experience for SAP business application users, particularly when multi-factor authentication (MFA) is required, using risk and context to ensure MFA is only used when required. We are looking for an experienced customer-focused Support Agent to join our customer support team, and who will provide post-sales technical support for our TrustBroker product. You will need to have experience working with customers, being friendly and helpful, answering questions clearly, and troubleshooting issues. You will be helping our enterprise customers located in different countries. The ideal candidate should have experience with technical aspects of authentication technologies and products, such as Kerberos, Active Directory, OpenID Connect (OIDC), SAML, X.509 Certificates, and basic administration of widely used identity providers such as Entra ID, PingID, Okta etc. A solid understanding and hands-on experience using Linux and Windows operating systems, troubleshooting networking issues, and a strong service mindset, are also expected. Having SAP Basis knowledge/experience or experience with implementing and configuring the SAP SSO 2.0/3.0 products or SAP Secure Login Service for SAP GUI (SAP SLS) product, would also be very beneficial. Beyond resolving incidents, and helping customers with product implementation and configuration, you will contribute to long-term stability, product improvement, and ensuring an excellent customer experience:

Requirements

3+ years working with, implementing and supporting authentication technology, including widely used identity providers as well as Active Directory and Kerberos.
3+ year’s experience of working with and troubleshooting networking issues, e.g. DNS, TCP/IP, LDAP, …
Experience supporting SAP integrations and system connectivity, or working with other SAP user authentication products like the SAP SSO or SAP Secure Login Service product.
Solid troubleshooting and root-cause analysis skills.
Strong communication skills and a customer-focused mindset, with the ability to explain technical topics clearly to both technical and non-technical stakeholders.
Experience working with ticketing systems such as Jira or ServiceNow.
Ability to work independently in a remote, international team environment and take ownership of issues through resolution.
Our language is English, but the ability to communicate using more than one language would be advantageous.

Nice To Haves

SAP Basis knowledge/experience or experience with implementing and configuring the SAP SSO 2.0/3.0 products or SAP Secure Login Service for SAP GUI (SAP SLS) product
Experience with technical aspects of authentication technologies and products, such as Kerberos, Active Directory, OpenID Connect (OIDC), SAML, X.509 Certificates, and basic administration of widely used identity providers such as Entra ID, PingID, Okta etc.
Solid understanding and hands-on experience using Linux and Windows operating systems, troubleshooting networking issues, and a strong service mindset
The ability to communicate using more than one language would be advantageous.

Responsibilities

Provide advanced technical support for the SecurityBridge TrustBroker product modules and over time also being involved in pre-sales activities
Work with customers to ensure that they use the TrustBroker product correctly and are aware of the relevant product features available.
Investigate, troubleshoot, and resolve complex technical issues related to authentication and networking connectivity between components.
Support installations, upgrades, and configuration of SecurityBridge TrustBroker products in customer SAP landscapes.
Analyze incidents to identify root causes and implement sustainable solutions to minimize recurring issues and downtime.
Collaborate closely with product development, implementation, and customer success teams to improve product stability, usability, and supportability.
Contribute to technical documentation, best practices, and knowledge base content.
Identify opportunities to improve support processes and workflows to increase efficiency and customer satisfaction.
Participate in a rotating on-call support schedule, as required, to ensure service continuity for customers. We provide 24x7x365 support to some of our customers, so working odd hours might be expected whilst we grow the support team to cover all regions.