Senior Technical Solutions Expert

1 day ago

Bengaluru, Karnataka, India beBeeTechnical Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Description

As a Premium Support Engineer, you will be the primary technical liaison for strategic accounts, specializing in NetIQ Identity and Access Management (IAM) solutions. Your key responsibilities include delivering expert-level support to premium enterprise clients, solving deeply complex technical challenges that impact critical business operations.

Key Responsibilities:
  • Deliver expert-level support to premium enterprise clients, solving deeply complex technical challenges that impact critical business operations.
  • Operate as a trusted technical advisor, fostering long-term customer success and reinforcing confidence in paid support offerings.
  • Deepen your expertise in enterprise systems and emerging technologies, with high-touch exposure to innovative platforms and tools.
  • Gain strategic visibility by managing escalations and high-priority incidents, influencing system reliability and customer satisfaction at scale.
  • Play a direct role in customer retention and revenue impact, supporting renewals and expanding value through stellar service delivery.
  • Mentor peers and contribute to internal knowledge leadership, shaping the standards and capabilities of a global support organization.
  • Ensure SLA compliance and drive service excellence, becoming a cornerstone of risk mitigation and operational trust for top-tier clients.
Requirements:
  • Demonstrated excellence in communication, with a clear and authoritative presence during high-pressure technical escalations.
  • Proactive and customer-focused approach, known for going above and beyond to deliver exceptional service and support.
  • Steady, analytical mindset with proven expertise in diagnosing and resolving complex issues efficiently and effectively.
  • Advanced knowledge of NetIQ IAM products: Identity Manager, Access Manager, Identity Governance, eDirectory, SSPR, Advanced Authentication, Privileged Access Manager.
  • At least 12+ years of experience in NetIQ IAM products.
  • Familiarity with the following would be advantageous: Windows and Linux administration, advanced networking knowledge, basic understanding of databases, web technologies, cloud experience, containers experience, and programming languages such as Python, Java, and Shell scripting.

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