Position Title: Support Consultant
General Role: Customer Support
Responsible to: Managing Director
Working hours: Monday to Friday (40 hours per week)

Company Overview

The company’s cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly regulated industries, enabling members to securely collaborate, share information, and operate compliantly. Within these communities, we build trust. By analyzing community data, we provide insights and intelligence, empowering organizations to make better, timelier decisions, mitigate risks, and operate more efficiently.

Employer Philosophy

• We believe in employee development: promoting internally and providing training and educational assistance.
• We provide a fun, engaged workplace, with social and community-building events.
• We offer comprehensive benefits and PTO plans.

Job Overview

A support consultant advises clients on the optimal use of IT security products to meet business objectives or overcome challenges and delivers solutions aligned with these objectives.

This role is technically focused, ideal for applicants passionate about IT with a solid understanding of information security. It suits those who enjoy working with clients and are eager to explore Identity and Access Management solutions.

A strong communicator, the support consultant must be comfortable collaborating across teams with varying levels of technical expertise. Managing multiple clients and parallel issues will be part of the role.

Responsibilities

• Be part of a team committed to customer success.
• Provide first- and second-level technical support for our SaaS infrastructure.
• Offer end-user technical support for applications, troubleshooting issues effectively.
• Collaborate with peers to resolve issues and suggest platform improvements.
• Monitor system performance and availability, maintaining system monitoring in line with best practices.
• Configure and maintain system backup schedules.
• Perform routine maintenance and patching.
• Develop automation scripts to assist in platform management.
• Configure and maintain batch schedules.
• Support clients during scheduled change-management activities.
• Prepare documentation and present progress reports to customers.

Requirements

Candidates should possess a mix of the following skills and experience:

Operating Systems / Platforms:

• Unix
• Linux
• Windows and Azure Active Directory

Scripting / Programming Languages:

• Shell
• JavaScript
• SQL
• Java
• Angular and React skills are advantageous

Technical Knowledge:
Working knowledge of at least three of the following products and a conceptual understanding of the remainder:

• IBM Security Access Manager / Verify Access
• IBM Security Directory Server
• IBM Security Directory Integrator
• IBM DB2
• Apache TomEE
• IBM Security Verify Governance
• IBM Security Identity Manager

Additional Technical Skills:

• Understanding of RBDMS, LDAP, HTTP Server & Application Server Concepts
• Familiarity with system integration techniques, e.g., Web Services, APIs
• Understanding of Authentication / Federation / SSO technologies (SAML, OpenID Connect, OAuth, FIDO2)
• Knowledge of Enterprise Directories and Databases (Active Directory, IBM DB2, Oracle)
• Awareness of infrastructure technologies (monitoring, backup, SIEM)

Experience

• A passionate commitment to helping customers succeed.
• At least 5+ years of customer-facing support experience.
• Strong communication and presentation skills.
• Motivational personality with a passion for continuous learning and innovation.
• Attention to detail.
• A team player with the ability to self-motivate.

The company is an Equal Opportunities Employer, providing equal employment opportunities to all applicants regardless of race, color, religion, sex, national origin, age, marital status, disability status, or genetic information. The organization is committed to ensuring equality in all aspects of employment, including recruiting, hiring, compensation, promotion, training, benefits, transfers, and working conditions.