Job Description

Overview:

We are looking for a Level 2 IAM Technical Support Engineer to join our Support and Services team within a global Identity Security organization. This role focuses on providing advanced technical support for enterprise customers using our Identity and Access Management (IAM) solutions. You will troubleshoot complex technical issues, work closely with product engineering teams, and contribute to continuous improvement of support operations.

Key Responsibilities:

Act as the second line of technical support for IAM product-related issues escalated from the L1 team.

Diagnose, troubleshoot, and resolve advanced issues related to authentication, access provisioning, SSO, MFA, and user lifecycle management.

Analyze system logs, APIs, and configurations to identify root causes and recommend solutions.

Collaborate with Engineering, DevOps, and Product teams to reproduce and fix issues.

Develop and use scripts or small utilities (in Java or similar) to simulate, reproduce, or test issues during troubleshooting.

Guide L1 teams and provide technical mentoring when required.

Maintain case documentation, update the knowledge base, and contribute to product feedback loops.

Participate in post-resolution reviews to drive process and product improvements.

Support customers across Asian time zones with professional, proactive communication.

Requirements:

Must-Have:

3-5+ years of experience in technical support, system administration, or IAM engineering.

Strong hands-on experience in Identity and Access Management (IAM) -- including authentication, authorization, provisioning, SSO, and directory integration.

Proficiency in Java programming (for scripting, debugging, or log analysis).

Experience with IAM tools such as Okta, SailPoint, CyberArk, Ping Identity, ForgeRock, or similar.

Familiarity with directory services (Active Directory, LDAP, Entra) and protocols such as SAML, SCIM, OAuth, OIDC, REST APIs.

Strong troubleshooting, analytical thinking, and debugging skills.

Excellent written and verbal communication in English.

Good-to-Have:

Proficiency in Mandarin, Japanese, or Korean for customer communication.

Familiarity with cloud platforms (AWS, Azure, GCP) and web/app servers.

Exposure to scripting languages (PowerShell, Shell, Python).

Experience with ServiceNow or other case management tools.

Understanding of TLS/SSL certificate management and network troubleshooting.

Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM12,000.00 - RM13,000.00 per month

Benefits:

Additional leave Health insurance Opportunities for promotion Professional development
Language:

* Japanese (Required)