[Hiring] Authentication Product Support Agent @SecurityBridge

Role Description

SecurityBridge is a fast-growing global software leader transforming how enterprises secure their SAP environments. Our mission is to deliver cutting-edge, high-impact SAP security solutions that enable some of the world’s largest organizations to stay ahead of ever-evolving cyber threats. Our TrustBroker product enhances security and the user experience for SAP business application users, particularly when multi-factor authentication (MFA) is required, using risk and context to ensure MFA is only used when required.

We are looking for an experienced customer-focused Support Agent to join our customer support team, providing post-sales technical support for our TrustBroker product. You will be helping our enterprise customers located in different countries.

• Provide advanced technical support for the SecurityBridge TrustBroker product modules and be involved in pre-sales activities.
• Work with customers to ensure correct usage of the TrustBroker product and awareness of relevant product features.
• Investigate, troubleshoot, and resolve complex technical issues related to authentication and networking connectivity.
• 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 to ensure service continuity for customers.

Qualifications

• 3+ years working with, implementing, and supporting authentication technology, including widely used identity providers as well as Active Directory and Kerberos.
• 3+ years of experience 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.
• Our language is English, but the ability to communicate using more than one language would be advantageous.

Requirements

• Experience with technical aspects of authentication technologies and products, such as Kerberos, Active Directory, OpenID Connect (OIDC), SAML, X.509 Certificates.
• Basic administration of widely used identity providers such as Entra ID, PingID, Okta.
• Hands-on experience using Linux and Windows operating systems.
• Strong service mindset.
• SAP Basis knowledge/experience or experience with implementing and configuring the SAP SSO 2.0/3.0 products or SAP Secure Login Service for SAP GUI (SAP SLS) product is beneficial.

Benefits

• 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.