Software Engineer for Second Level Support

  • Quest Software
  • 01109 Dresden, Germany
  • 28/03/2022
Full time Data Engineering Machine Learning Big Data Software Engineering

Job Description

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems.
We are looking for a senior engineer colleague with a dynamic personality and helpful attitude to join our development escalation team.
As an R&D escalation engineer, your main customer is our global support team. Your tasks include handling requests from them; where either the complexity is high, or deep technical knowledge of our products is required. If the need arises you will have to speak directly with the customer and solve their issues. The position will offer you an opportunity to work both individually and as part of a team.
It will satisfy your ambition to develop and advance your technical and professional skills while learning about our network security technologies.
The ideal candidate will:
  • Have strong analytical and problem-solving skills
  • Have strong interpersonal and communication skills
  • Have an enthusiastic, flexible, positive attitude
  • Have the ability to be focused and think clearly under pressure.
  • Have a willingness to help others
  • Be self-motivated, well-organized and proactive
  • Be eager to learn new concepts and keep up to date with evolving technologies.
As an Escalations Engineer you will provide technical expertise for problems that the 1st line support team are unable to solve. You will investigate the requests and software issues escalated by 1st line support and liaise with development teams to resolve them.
  • Support Identity and Access Management products working with support engineers based worldwide
  • Work closely with the engineering team to resolve product defects, plan enhancements and help resolve customer problems with the minimum amount of disruption to the customer.
  • Reproduce errors, and build test systems to help implement solutions
  • Monitor the case tracking system for newly-escalated customer issues and follow process to meet service level agreements.
  • Continue to update the global support organization with updates throughout the lifecycle of the customers service request in accordance with the service level agreement guidelines
  • Be available to participate in online meetings and calls where necessary during the working day, and convey accurate information to customers and to development teams as required.
  • Be available to handle priority escalations at fixed times outside normal office hours, according to the on-call schedule
  • Author knowledge-based articles to help customers mitigate or circumvent known problems
  • Undergo any training as required by your manager
  • 3+ years of experience in software customer support or software development role
  • Good knowledge of SQL (T-SQL preferred)
  • German speaking (internal team language)
  • English knowledge (customer facing and comapny wide language)
  • Familiarity with .NET, and some coding experience using VB or C#
  • Familiar with administrating or maintaining one or more of the following systems: Microsoft Active Directory, Azure Active Directory or other directory services; Microsoft Exchange, Exchange Online, Microsoft SharePoint Online, SAP
Dear Upcoming Team member, during the COVID-19 situation, interviews are being conducted digitally, with no face to face interview required. Health and safety is our main priority, so during the pandemic situation we offer a 100% work from home opportunity.
Company Description
One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.
When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.
Why work with us?
  • Life at One Identity means collaborating with dedicated professionals with a passion for technology.
  • When we see something that could be improved, we get to work inventing the solution.
  • Our people demonstrate our winning culture through positive and meaningful relationships.
  • We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
  • Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.
Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in