Customer Support Engineer 3

Amadeus
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 6-9 yearsEducation: bachelorsSkills: ["Analytical skills","Problem-solving","Stakeholder management","Incident communication"]

Provide Level 3, 24x7 operational support for enterprise CIAM and customer authentication services. Monitor platform health and KPIs, investigate and resolve production incidents within SLAs, perform RCA, and support change/release processes. Troubleshoot authentication and identity lifecycle issues (SSO, SAML/OAuth/OIDC, MFA, token validation) and collaborate with engineering, security, cloud operations, and vendors. Maintain runbooks and drive continuous reliability improvements.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Amadeus
Amadeus
20 hours ago

Customer Support Engineer 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Provide Level 3, 24x7 operational support for enterprise CIAM and customer authentication services. Monitor platform health and KPIs, investigate and resolve production incidents within SLAs, perform RCA, and support change/release processes. Troubleshoot authentication and identity lifecycle issues (SSO, SAML/OAuth/OIDC, MFA, token validation) and collaborate with engineering, security, cloud operations, and vendors. Maintain runbooks and drive continuous reliability improvements.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide Level 3 operational support for enterprise CIAM platforms and customer authentication services, monitoring health, authentication success rates, availability, and performance.
  • •Investigate, troubleshoot, and resolve production incidents within SLA timelines; perform root cause analysis and drive corrective and preventive actions.
  • •Support Incident, Problem, Change, and Release Management processes, including major incident participation and service restoration.
  • •Troubleshoot authentication and identity issues (registration, login, MFA, password reset, account management) and support SSO integrations using SAML 2.0, OAuth 2.0, and OIDC.
  • •Maintain operational runbooks/knowledge articles, analyze logs and metrics, track KPIs (e.g., authentication success rate, login failure rate, MFA success rate, API availability, MTTR, SLA compliance), and drive reliability/process automation.

Key Requirements

  • •Hands-on experience with one or more CIAM/identity platforms (Okta Customer Identity Cloud/Auth0, ForgeRock, Ping Identity, Microsoft Entra External ID/Azure AD B2C, SAP Customer Data Cloud/Gigya, Keycloak).
  • •Strong knowledge of OAuth 2.0, OpenID Connect (OIDC), SAML 2.0, JWT tokens, MFA, and federation/identity lifecycle concepts.
  • •Experience supporting REST APIs and troubleshooting API authentication/authorization issues using tools such as Postman and Swagger/OpenAPI.
  • •Monitoring and observability experience with one or more tools such as Splunk, Dynatrace, Datadog, AppDynamics, Grafana, or Elastic Stack (ELK).
  • •6 to 9 years of experience in application support, IAM/CIAM, identity operations, or production support environments, preferably for customer-facing authentication platforms in production.
Experience:6-9 yearsCIAMIAMIdentity operationsApplication supportProduction supportProduction incident management
Education:Bachelor's in Computer Science, Information Technology, Engineering, or a related field
Skills:Analytical skillsProblem-solvingStakeholder managementIncident communication
Tech Stack:Okta Customer Identity CloudAuth0ForgeRock Identity PlatformPing IdentityMicrosoft Entra External IDAzure AD B2CSAP Customer Data CloudGigyaKeycloakOAuth 2.0OpenID Connect (OIDC)SAML 2.0JWT TokensMulti-Factor Authentication (MFA)Federation ServicesIdentity Lifecycle ManagementREST APIsPostmanSwagger / OpenAPIAPI Gateway

Company Brief

Amadeus
Provides technology solutions for the global travel industry, including reservation systems, distribution, airline IT, hospitality, and data-driven services to travel providers, agencies, and OTAs to manage bookings and operations.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Madrid, Spain
Founded: 1987
WebsiteLinkedIn