Identity Access Engineer - Security Engineering

Summary

Join Xero's Identity Access Management team as a key member of the Security Engineering team and support the operational health of IAM services. Monitor and respond to support tickets via Jira Service Management (JSM), ensuring timely, secure, and stable identity access for internal and external teams. Your work will be critical for reliability, proactive issue resolution, and excellent support. Responsibilities include monitoring JSM queues, prioritizing tickets, investigating and diagnosing issues, providing technical support, documenting troubleshooting steps, escalating complex issues, contributing to knowledge base articles, identifying recurring issues, working with engineers on production incidents, contributing to monitoring and alerting systems, and ensuring product health. Collaboration involves maintaining positive relationships, collaborating with support engineers and the development team, providing feedback, staying updated on IAM systems, and contributing to continuous improvement initiatives. Success is measured by prompt ticket resolution, high customer satisfaction, accurate documentation, proactive issue identification, effective collaboration, and a strong understanding of Xero's IAM systems.

Requirements

• A strong understanding of technical concepts and the ability to quickly learn and understand new systems and technologies, particularly in the realm of Identity Access Management. This includes a solid understanding of operating systems (Windows, macOS, Linux), networking fundamentals (TCP/IP, DNS)
• Excellent analytical and problem-solving skills with the ability to diagnose issues systematically and identify effective solutions. Experience using diagnostic tools and techniques to identify root causes in various IT systems is crucial
• A strong commitment to providing excellent support and a positive experience for internal and external stakeholders
• Clear and concise written and verbal communication skills, with the ability to explain technical information to both technical and non-technical audiences
• Ability to manage and prioritize multiple tasks effectively in a fast-paced environment
• Thoroughness and accuracy in documenting support activities and resolutions
• Ability to collaborate effectively with other support engineers and the development team
• A willingness to learn and adapt to new technologies and support processes
• Experience in a technical support role, preferably supporting software applications or cloud-based services
• Familiarity with ticketing systems (e.g., Jira Service Management)

Responsibilities

• Continuously monitor the Jira Service Management (JSM) queue for new support tickets related to Identity Access Management
• Prioritize and work through tickets based on severity, impact, and SLAs (Service Level Agreements)
• Thoroughly investigate and diagnose issues reported in support tickets, utilizing available documentation, logs, and internal knowledge bases
• Provide timely and effective technical support to internal teams (e.g., Engineering, Customer Experience) and potentially external customers, clearly communicating troubleshooting steps and resolutions
• Document all troubleshooting steps, findings, and resolutions within the JSM ticketing system
• Escalate complex or critical issues to senior engineers or the engineering team as needed, providing detailed information for efficient resolution
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and other support documentation to improve self-service capabilities and reduce ticket volume
• Identify recurring issues and contribute to problem management efforts by providing insights and potential root causes to the engineering team
• Work with engineers to troubleshoot and resolve production incidents, where appropriate, and participate in post-incident reviews to identify learnings and preventative measures
• Contribute to the monitoring and alerting systems for Identity Access Management services to proactively identify potential issues
• Ensure the health of the team’s products is well understood from a support perspective and contribute to their resilience
• Maintain a positive and constructive relationship with engineering peers and other stakeholders
• Collaborate effectively with other support engineers and the development team to resolve issues and improve support processes
• Provide feedback to the engineering team on common support issues and potential areas for product improvement or enhanced monitoring
• Stay up-to-date with changes and new features in Xero’s Identity Access Management systems to effectively support them
• Contribute to continuous improvement initiatives within the support team to enhance efficiency and the quality of support provided
• Participate in team meetings and contribute to discussions on support trends and best practices

Preferred Qualifications

• A foundational understanding of user and access management principles within operating systems and basic directory services (like Active Directory or LDAP) or Cloud Native (Okta) would be beneficial
• Experience with Okta is desirable
• Experience with log analysis and basic troubleshooting techniques
• Exposure to monitoring and alerting tools is a plus
• Basic understanding of Identity Access Management concepts (e.g., authentication, authorization, user provisioning) is desirable