Authentication Product Support Agent – Remote (Americas)

Key Responsibilities

• Provide advanced technical support for the SecurityBridge TrustBroker product modules and over time also being involved in pre-sales activities
• Work with customers to ensure that they use the TrustBroker product correctly and are aware of the relevant product features available.
• Investigate, troubleshoot, and resolve complex technical issues related to authentication and networking connectivity between components.
• Support installations, upgrades, and configuration of SecurityBridge TrustBroker products in customer SAP landscapes.
• Analyze incidents to identify root causes and implement sustainable solutions to minimize recurring issues and downtime.
• Collaborate closely with product development, implementation, and customer success teams to improve product stability, usability, and supportability.
• Contribute to technical documentation, best practices, and knowledge base content.
• Identify opportunities to improve support processes and workflows to increase efficiency and customer satisfaction.
• Participate in a rotating on-call support schedule, as required, to ensure service continuity for customers.

Required Qualifications/Experience

• 3+ years working with, implementing and supporting authentication technology, including widely used identity providers as well as Active Directory and Kerberos.
• 3+ years’ experience of working with and troubleshooting networking issues, e.g. DNS, TCP/IP, LDAP, …
• Experience supporting SAP integrations and system connectivity, or working with other SAP user authentication products like the SAP SSO or SAP Secure Login Service product.
• Solid troubleshooting and root-cause analysis skills.
• Strong communication skills and a customer-focused mindset, with the ability to explain technical topics clearly to both technical and non-technical stakeholders.
• Experience working with ticketing systems such as Jira or ServiceNow.
• Ability to work independently in a remote, international team environment and take ownership of issues through resolution.

Important Information

• This position is fully remote within the United States/South America.
• Candidates must hold valid authorization to work in their country of residence.

Our Offer

• Professional development and training opportunities.
• Exposure to the latest SAP security technologies and industry best practices.
• An international team with a strong sense of collaboration and team spirit.
• Flat hierarchies and short decision-making paths.
• Flexible working hours and a results-oriented work culture.
• Generous vacation days.
• Competitive salary and benefits package.