Systems Engineer

Radiant Logic is the leader in enterprise-class Federated Identity and Identity Governance & Administration solutions.

Our customers are Fortune 1000 companies. We help them get more from their existing identity infrastructure, connect their businesses to the cloud securely, and improve operational productivity.

We are a private, profitable and fast-growing company. Our world-leading technology simplifies the complexity of integrating disparate systems, so customers can focus on growing their businesses. All of this is made possible by our team of first-class people.

Our headquarters are in San Rafael, California, and we have offices in Chicago and Paris.

As a Technical Support Engineer, you will deliver superior technical consulting to our customers by phone, email and online meetings. You will resolve technical issues by troubleshooting and identifying the root cause of each problem.

Customer support

• Manage customer support cases from start to finish. Reply promptly, gather details about the customer's architecture, analyze logs, identify the issue and deliver the best solution.
• Explain complex technical concepts clearly, at both a high level and in technical detail.

Troubleshooting and testing

• Reproduce customer issues in the lab on the appropriate platform.
• Test product functionality.
• Document and report issues to the Development team, and follow through until they are resolved.

Product knowledge and collaboration

• Build in-depth knowledge of Radiant Logic products and the technologies they work with, such as directory servers, databases and networking tools.
• Work with team members around the world to review customer issues and grow your technical skills.
• You will report to the VP of Customer Success.

Qualifications

• A BS or MS in Computer Science or Computer Information Systems, or equivalent knowledge and experience.
• Practical knowledge of Java, J2EE and SQL programming.
• Excellent problem-solving and root cause analysis skills.
• Excellent customer service skills and/or help desk experience.
• Strong written and verbal communication skills.
• Fluency in English and French.

Identity and access management

• Working knowledge of the LDAP protocol.
• Experience with Microsoft Active Directory.
• Experience with at least one identity and access management technology: LDAP, SAML, OAuth, OpenID Connect or Kerberos.
• Experience with cloud platforms and their identity services, including at least one of AWS IAM, Azure Active Directory or Google Cloud IAM.

Systems and databases

• In-depth knowledge of Windows and Linux operating systems.
• Experience with databases such as MySQL and Oracle SQL.
• Batch file and shell scripting.
• Experience with containerization technologies, including Docker and Kubernetes.

Networking

• Working knowledge of TCP/IP, UDP, and TLS/SSL.
• Ability to trace a packet capture with Wireshark.