Job details
Job type full-time
Full job description
Company overview:
At identity automation, we understand the unique challenges that educators, faculty, students, and even parents faceThat’s why we created rapididentity, an identity and access management (iam) platform, used by hundreds of school districts, colleges, and universities to provide secure and agile online access that digitally connects students to their learning environmentBy putting the unique identities of both educators and students at the heart of the learning process, rapididentity helps academic institutions unlock their potential and provide a safer, more personalized learning experience.
About the role:
The customer solutions engineer is responsible for responding to customer inquiries, triaging issues, identifying scope and gathering information to ensure cases are properly documented in our systemOur customer solutions engineering team is also responsible for researching functionality and usability related issues; working with our customer’s it personnel to understand the nature of the issue and communicate steps to resolve and/or consult and escalate to the next tier when neededOther responsibilities of the role include conducting right to service check and answering basic questions on common issuesOur customer solutions engineers contribute to both our knowledge base as well as our online communityCustomer solutions engineers must maintain their support test environment to quickly replicate customer issues and have a strong desire for continuous learning
Responsibilities:
Take ownership of customer reported issues and see problems through to resolution in a timely manner
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Provide prompt and accurate feedback to customers
Document knowledge in the form of knowledge base, tech notes and forum posts
Participate in a 24x7 on call rotation with other members of the team
Establish strong working relationships with customers
All other tasks, responsibilities and duties as assigned.
Qualifications:
Relevant experience in customer-facing position involving in-depth knowledge of company products and services
Positive attitude
Logical troubleshooting ability and analytical skills
Experience with industry tools such as salesforce, google, o365, slack, confluence, etc.
Time management skills
Excellent communication skills with the ability to translate complex information so it’s accessible to anyone
Passion for helping others
Attention to detail with an analytical mind and outstanding problem-solving skills.
Preferred qualifications:
Experience working with or in k-12 schools or district
Strong understanding of common education space technologies standards such as one roster
Education:
Bachelor’s degree in computer science, it, systems engineering, or related qualification
Relevant certifications
1+ years of hands on technical support experience
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Job type: full-time
Work location: multiple locations
