Identity Access Engineer - Security‬ ‭ Engineering‬ ‭

What you'll do: Support and Operations

• Continuously monitor the Jira Service Management (JSM) queue for new support tickets related to Identity Access Management.
• Prioritize and work through tickets based on severity, impact, and SLAs (Service Level Agreements).
• Thoroughly investigate and diagnose issues reported in support tickets, utilizing available documentation, logs, and internal knowledge bases.
• Provide timely and effective technical support to internal teams (e.g., Engineering, Customer Experience) and potentially external customers, clearly communicating troubleshooting steps and resolutions.
• Document all troubleshooting steps, findings, and resolutions within the JSM ticketing system.
• Escalate complex or critical issues to senior engineers or the engineering team as needed, providing detailed information for efficient resolution.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and other support documentation to improve self-service capabilities and reduce ticket volume.
• Identify recurring issues and contribute to problem management efforts by providing insights and potential root causes to the engineering team.
• Work with engineers to troubleshoot and resolve production incidents, where appropriate, and participate in post-incident reviews to identify learnings and preventative measures.
• Contribute to the monitoring and alerting systems for Identity Access Management services to proactively identify potential issues.
• Ensure the health of the team’s products is well understood from a support perspective and contribute to their resilience.

What you'll do: Collaboration and Improvement

• Maintain a positive and constructive relationship with engineering peers and other stakeholders.
• Collaborate effectively with other support engineers and the development team to resolve issues and improve support processes.
• Provide feedback to the engineering team on common support issues and potential areas for product improvement or enhanced monitoring.
• Stay up-to-date with changes and new features in Xero’s Identity Access Management systems to effectively support them.
• Contribute to continuous improvement initiatives within the support team to enhance efficiency and the quality of support provided.
• Participate in team meetings and contribute to discussions on support trends and best practices.

Success looks like

• Tickets in the JSM queue are addressed promptly and efficiently, meeting defined SLAs.
• High levels of customer/internal stakeholder satisfaction with the support provided.
• Accurate and comprehensive documentation of support activities and resolutions.
• Contribution to a growing and helpful knowledge base.
• Proactive identification and escalation of potential issues.
• Effective collaboration with engineering and other teams to resolve issues and improve products.
• A strong understanding of Xero’s Identity Access Management systems and support processes.

What you'll bring with you

• A strong understanding of technical concepts and the ability to quickly learn and understand new systems and technologies, particularly in the realm of Identity Access Management. This includes a solid understanding of operating systems (Windows, macOS, Linux), networking fundamentals (TCP/IP, DNS).
• Excellent analytical and problem-solving skills with the ability to diagnose issues systematically and identify effective solutions. Experience using diagnostic tools and techniques to identify root causes in various IT systems is crucial.
• A strong commitment to providing excellent support and a positive experience for internal and external stakeholders.
• Clear and concise written and verbal communication skills, with the ability to explain technical information to both technical and non-technical audiences.
• Ability to manage and prioritize multiple tasks effectively in a fast-paced environment.
• Thoroughness and accuracy in documenting support activities and resolutions.
• Ability to collaborate effectively with other support engineers and the development team.
• A willingness to learn and adapt to new technologies and support processes.
• A foundational understanding of user and access management principles within operating systems and basic directory services (like Active Directory or LDAP) or Cloud Native (Okta) would be beneficial.

Experience

• Experience in a technical support role, preferably supporting software applications or cloud-based services.
• Familiarity with ticketing systems (e.g., Jira Service Management).
• Basic understanding of Identity Access Management concepts (e.g., authentication, authorization, user provisioning) is desirable.
• Experience with Okta is desirable.
• Experience with log analysis and basic troubleshooting techniques.
• Exposure to monitoring and alerting tools is a plus.

What we value

• Challenge: Xeros dream big, lead and embrace change.
• Beautiful: Xeros create experiences that people love.
• Team: Xeros are great team players.
• Ownership: Xeros deliver on our commitments.
• Human: Xeros are authentic, inclusive and really care.