IAM Support Engineer
HybridStockholm, Stockholm, Sweden or Göteborg, Västra Götaland, Sweden
Job Summary
Provide first- and second-line technical support to customers and partners via ticketing, email, phone, and remote sessions. Respond to incoming requests, assess issues, and manage cases throughout their lifecycle while troubleshooting technical problems, analyzing logs, and reproducing failures. Work with customers to verify solutions and document cases clearly, including diagnostics and resolutions. Escalate complex issues to Product and Engineering with relevant context and contribute to knowledge base articles and internal documentation. Communicate known issues, release information, and feature clarifications to stakeholders. Build strong relationships with customers and partners to contribute to high satisfaction levels. Participate in team meetings, knowledge sharing, and continuous improvement initiatives.
Required Qualifications
- Fluency in written and spoken English
- Availability to work during standard Swedish office hours
- The ability and willingness to work regularly from the office unless another arrangement has been agreed
- A genuine interest in technical support, customer communication and problem solving
- An interest in Identity and Access Management and how identity solutions are used in real organisations
- The ability to work methodically, gather relevant information and explain your conclusions clearly
- Good written and verbal communication skills
- The ability to explain technical topics to people with different levels of technical knowledge
- A customer-focused mindset and a commitment to finding positive outcomes
- The ability to collaborate closely with colleagues while gradually becoming more independent
- Good time-management skills and the ability to prioritise support cases
- Relevant education within areas such as Systems science or information systems, Identity and Access Management, Identity-related IT or software systems, Cybersecurity with a clear focus on identity or access management, or another education that has provided relevant and transferable knowledge
- Knowledge of Identity Management (IDM)
- Knowledge of Users, groups, roles, permissions and access rights
- Knowledge of Identity Governance and Administration (IGA)
- Knowledge of Identity Lifecycle Management (ILM)
- Knowledge of Access Management (AM)
- Knowledge of Protocols and standards such as SAML, OpenID Connect and OAuth
- Knowledge of Identity federation
- Knowledge of Single Sign-On (SSO) and Multi-Factor Authentication (MFA)
- Knowledge of Authentication and authorisation
- Knowledge of Directories and user repositories
- Knowledge of Accessibility / WCAG
- Knowledge of APIs, integrations and web-based systems
- Knowledge of Programming or scripting
- Knowledge of Log analysis and technical troubleshooting
- Knowledge of Databases, cloud-based services and SaaS environments
- Knowledge of Electronic identities and signing concepts
Desired Qualifications
- Experience from technical support, system administration, IAM or another customer-facing technical role
- Two or more years of relevant professional experience
- Experience with ticketing or service-management systems
- Experience analysing logs and troubleshooting technical issues
- Experience writing technical documentation or knowledge base content
- Experience from customer service or another customer-facing role
- An interest in programming, scripting or software development
- Experience working with APIs or integrations
- Relevant technical certifications
- Swedish or other language skills in addition to English
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