Customer Support Engineer 3

Customer Support Engineer 3

Key Responsibilities

Production Support & Service Operations

• Provide Level 3 operational support for enterprise CIAM platforms and customer authentication services.
• Monitor platform health, authentication success rates, service availability, and application performance.
• Investigate, troubleshoot, and resolve production incidents within agreed SLA timelines.
• Perform root cause analysis (RCA) and drive corrective and preventive actions.
• Support Incident, Problem, Change, and Release Management processes.
• Participate in major incident management activities and service restoration efforts.
• Collaborate with Engineering teams to resolve platform, integration, and infrastructure issues.
• Drive continuous service improvement initiatives to enhance platform stability and performance.
• This position operates in a 24x7 support environment and requires working in a two-shift rotational model, including participation in an on-call support rotation.

Identity & Access Management Support

• Troubleshoot customer authentication, registration, login, MFA, password reset, and account management issues.
• Support Single Sign-On (SSO) integrations using SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC).
• Investigate authentication failures, token validation issues, federation errors, and API integration problems.
• Support user lifecycle processes including provisioning, de-provisioning, consent management, and account linking.
• Manage and troubleshoot social login and identity federation integrations.
• Analyze customer journey failures and recommend solutions to improve user experience.

Monitoring & Reliability Engineering

• Monitor customer identity services using enterprise observability and monitoring tools.
• Analyze application logs, authentication events, API transactions, and system metrics.
• Track and improve key operational KPIs including:
  • Authentication Success Rate
  • Login Failure Rate
  • MFA Success Rate
  • API Availability
  • Mean Time to Resolve (MTTR)
  • SLA Compliance
• Identify recurring issues and proactively implement reliability improvements.

Security, Risk & Compliance

• Ensure CIAM services comply with security standards and identity governance practices.
• Support vulnerability remediation activities and audit requirements.
• Assist in access reviews, compliance validation, and security investigations.
• Ensure adherence to GDPR, PCI-DSS, and data privacy regulations where applicable.
• Partner with Security Operations teams to address identity-related threats and vulnerabilities.

Stakeholder Collaboration

• Work closely with Product Owners, Engineering Teams, Security Operations, Cloud Operations, and external vendors.
• Provide technical updates and communication during incidents and major outages.
• Participate in release validation, deployment support, and post-release verification activities.
• Maintain operational runbooks, troubleshooting guides, and knowledge articles.
• Contribute to process automation and operational excellence initiatives.

Required Skills & Experience

CIAM Platforms

Hands-on experience with one or more of the following:

• Okta Customer Identity Cloud (Auth0)
• ForgeRock Identity Platform
• Ping Identity
• Microsoft Entra External ID (Azure AD B2C)
• SAP Customer Data Cloud (Gigya)
• Keycloak

Identity & Authentication Technologies

Strong understanding of:

• OAuth 2.0
• OpenID Connect (OIDC)
• SAML 2.0
• JWT Tokens
• Multi-Factor Authentication (MFA)
• Federation Services
• Identity Lifecycle Management

API & Integration Technologies

• REST APIs
• Postman
• Swagger / OpenAPI
• API Gateway Platforms
• JSON / XML
• API Authentication and Authorization troubleshooting

Monitoring & Observability

Experience with one or more:

• Splunk
• Dynatrace
• Datadog
• AppDynamics
• Grafana
• Elastic Stack (ELK)

Cloud & DevOps

Exposure to:

• Microsoft Azure
• AWS
• Kubernetes
• Docker
• Azure DevOps
• Jenkins
• GitHub / GitLab

IT Service Management

• ServiceNow
• Jira Service Management
• Confluence
• ITIL-based support processes

Databases & Directory Services

• SQL Server
• PostgreSQL
• MongoDB
• LDAP
• Active Directory
• Microsoft Entra ID

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field.
• 6 to 9 years of experience in Application Support, IAM, CIAM, Identity Operations, or Production Support environments.
• Experience supporting customer-facing authentication platforms in production.
• Strong understanding of authentication, authorization, federation, and access management concepts.
• Experience troubleshooting SSO integrations, OAuth/OIDC flows, SAML assertions, and API-related issues.
• Familiarity with Agile, DevOps, Cloud-native technologies, and ITIL service management practices.
• Excellent analytical, problem-solving, and stakeholder management skills.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.  

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.