What are the responsibilities and job description for the SME for Technical Area position at Tek Experts?
We’re in search of a highly knowledgeable SME for Technical Area to join us in a senior technical role. You will be responsible for the technical advancement of the staff and identifying opportunities for product improvement. In this role, you will serve as advisor to your team for technical questions and problems, guiding and partnering with your team members to solve complex issues. You should expect to be highly involved in coaching, mentoring, and training your team to increase their technical knowledge, and to take the lead on cases with high business impact.
Driving exceptional outcomes with purpose-built solutions.
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We’re problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
Compensation for this position ranges from $27.69 - $39.88 hourly. Tek Experts provides medical, dental and vision options for each employee.
Responsibilities
- Serve as the primary point of escalation in cases with severe business impact (i.e., revenue or financial) for large or demanding customer accounts.
- Solve technical problems for multiple topics and processes, developing new methodologies for resolution as needed.
- Deliver an excellent customer experience through timely and accurate case resolutions.
- Identify challenges and knowledge gaps on the team, collaborating with stakeholders and colleagues to address issues.
- Work with client representatives to understand, document, and implement tools and processes for the team.
- Collaborate on cross-team and cross-product technical escalations to resolve customer issues quickly.
- Develop and deliver training material to ensure continuous improvement of the team’s technical knowledge and customer satisfaction among internal and external stakeholders.
- Participate in the hiring process by verifying candidate technical knowledge and experience.
Qualifications
- Bachelor's degree with 4 years of experience in identity and access management.
- Competence in cybersecurity and identity & access management.
- Experience with role-based access control protocols.
- Proficiency in enterprise-grade IAM products (e.g., Privileged Access Management, SiteMinder, Symantec VIP).
- Knowledge of federated technologies (SAML2, OAuth2, OpenID Connect, LDAP).
- Strong understanding of security standards and protocols.
- Experience in technical support and customer relationship management.
- Familiarity with various operating systems, web servers, application servers, directory servers, databases, networking protocols, and authentication methods.
- Proficiency in troubleshooting tools and technologies.
- Knowledge of cybersecurity concepts and certifications.
- Software development experience (Java, C/C , Perl, SAML, SOAP, XML, HTML).
- Certifications in cybersecurity or identity and access management is an added advantage.
- Good to have experience with scripting languages (e.g., Python, PowerShell) & Knowledge of cloud-based IAM solutions.
Salary : $28 - $40
