Company Overview: Identity Automation is a Houston, Texas based software company that provides identity, data and configuration management products and solutions to government, education and commercial customers across the United States. Identity Automation offers competitive base salary and benefit programs, as well as incentive compensation for eligible employees.
About the Role: The Customer Support Engineer II is responsible for responding to Tier 2 customer inquiries, triaging issues, identifying scope and gathering information to ensure cases are properly documented in our system. Our Customer Support 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 needed. Other responsibilities of the role include conducting right to service check and answering basic questions on common issues. Our Customer Support Engineer contribute to both our Knowledge Base as well as our online community. Our engineers must maintain their support test environment to quickly replicate customer issues and have a strong desire for continuous learning.
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