Secret-cleared Sr. Technical Support Engineer (Identity Product Company)
Sr. Technical Support Engineer (Identity Product) Remote | 25–30% Monthly Travel | Secret Clearance or hire Position Overview Graystone Group is exclusively partnered with an Identity & Access Management (IAM) product organization supporting mission-critical government environments on their efforts to add a Sr. Technical Support Engineer to the team. This is a highly technical, customer-facing position responsible for supporting and administering an enterprise IAM product deployed within secure customer environments. The ideal candidate will combine strong Linux administration and troubleshooting experience with hands-on experience administering an Identity & Access Management product or platform . Candidates do not need experience with a specific IAM product. Experience administering, configuring, troubleshooting, or supporting any enterprise IAM platform is relevant. This position is remote when not traveling , with approximately 25–30% travel each month to customer locations. Candidates must currently hold a Secret clearance or be eligible to obtain one .
Key Responsibilities
Provide hands-on technical support and administration for an enterprise Identity & Access Management product deployed within customer environments. Serve as a senior technical resource and trusted point of contact for customers experiencing product, configuration, authentication, access, or integration issues. Administer, configure, troubleshoot, and support IAM product environments. Perform advanced troubleshooting within Linux environments , including command-line diagnostics, log analysis, service troubleshooting, configuration review, and system-level investigation. Diagnose authentication, authorization, user access, directory service, and identity-related issues. Troubleshoot IAM integrations and supporting technologies such as Active Directory, LDAP, PKI, certificates, SAML, OAuth/OIDC, Kerberos, and related authentication technologies. Investigate connectivity and infrastructure issues involving TCP/IP, DNS, TLS, firewalls, proxies, and other dependencies that may impact application performance. Own customer technical issues from initial identification through resolution. Conduct root-cause analysis and distinguish between product, configuration, operating system, network, and integration issues. Reproduce technical issues and escalate confirmed product defects or complex problems to engineering with detailed logs, reproduction steps, environment information, and technical findings. Partner directly with engineering and product teams to resolve complex customer issues. Support product deployments, upgrades, configuration changes, maintenance activities, and other technical initiatives within customer environments. Maintain accurate technical documentation, troubleshooting procedures, knowledge base articles, and customer support records. Clearly communicate technical findings, status updates, and resolutions to both technical and non-technical customer stakeholders. Travel to customer locations approximately 25–30% each month ; work remotely when customer-site presence is not required.
Required Qualifications
Secret clearance or high required Strong Linux administration and troubleshooting experience , including command-line navigation, log analysis, services, system configuration, and diagnostics. Hands-on experience administering, configuring, supporting, or troubleshooting an Identity & Access Management (IAM) product or platform. Experience with an enterprise IAM product such as Okta, SailPoint, Ping Identity, ForgeRock, CyberArk, Saviynt, Microsoft Entra, Keycloak, or another comparable IAM solution. Specific product experience is not required. Strong understanding of identity and access management concepts, including authentication, authorization, directory services, permissions, and role-based access control. Experience troubleshooting technical applications and integrations within enterprise environments. Working knowledge of networking concepts including TCP/IP, DNS, TLS, firewalls, proxies, and general network connectivity. Ability to independently diagnose complex technical issues, perform root-cause analysis, and determine when engineering escalation is required. Strong customer-facing communication skills with the ability to work directly with technical and non-technical stakeholders. Ability to document technical issues, troubleshooting steps, findings, and resolutions clearly. Active Secret clearance OR ability to obtain and maintain a Secret clearance. Ability and willingness to travel approximately 25–30% monthly to customer locations.
Preferred Qualifications
Previous experience supporting IAM, cybersecurity, identity, or enterprise software products. Experience supporting DoD, federal government, or other secure/regulated customer environments. Familiarity with identity technologies and protocols such as Active Directory, LDAP, SAML, OAuth 2.0, OIDC, Kerberos, PKI, and X.509 certificates. Experience with Windows administration in addition to Linux. Exposure to Docker, Kubernetes, containers, or other modern application infrastructure. Familiarity with Zero Trust architectures, machine identity, or workload identity. Experience with Bash, PowerShell, Python, or similar scripting technologies. Experience with Jira, ServiceNow, or comparable ticketing and issue-management platforms. Relevant technical or cybersecurity certifications. We're Looking For The successful candidate will be a technical problem solver first and foremost . This is not a traditional desktop support or end-user help desk position. We are looking for someone who is comfortable getting into a Linux environment, reviewing logs, examining configurations, troubleshooting authentication and access issues, and determining why an IAM product or one of its integrations is not functioning as expected. The strongest candidates will bring three core capabilities: Strong Linux technical skills Hands-on IAM product administration experience The communication skills and professional presence to work directly with customers You do not need to have supported our partner's specific IAM technology. If you have administered or supported another enterprise IAM product and have the Linux foundation to troubleshoot complex technical issues, we are interested in speaking with you.