Job Title
Customer Support Engineer 3
Key Responsibilities
Production Support & Service Operations
Provide Level 3 operational support for enterprise CIAM platforms and customer authentication services.
Monitor platform health, authentication success rates, service availability, and application performance.
Investigate, troubleshoot, and resolve production incidents within agreed SLA timelines.
Perform root cause analysis (RCA) and drive corrective and preventive actions.
Support Incident, Problem, Change, and Release Management processes.
Participate in major incident management activities and service restoration efforts.
Collaborate with Engineering teams to resolve platform, integration, and infrastructure issues.
Drive continuous service improvement initiatives to enhance platform stability and performance.
This position operates in a 24x7 support setting and requires working in a two-shift rotational model, including participation in an on-call support rotation.
Identity & Access Management Support
Troubleshoot customer authentication, registration, login, MFA,



password reset, and account management issues.
Support Single Sign-On (SSO) integrations using SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC).
Investigate authentication failures, token validation issues, federation errors, and API integration problems.
Support user lifecycle processes including provisioning, de-provisioning, consent management, and account linking.
Manage and troubleshoot social login and identity federation integrations.
Analyze customer journey failures and recommend solutions to improve user experience.
Monitoring & Reliability Engineering
Monitor customer identity services using enterprise observability and monitoring tools.
Analyze application logs, authentication events, API transactions, and system metrics.
Track and improve key operational KPIs including:
Authentication Success Rate
Login Failure Rate
MFA Success Rate
API Availability
Mean Time to Resolve (MTTR)
SLA Complian

📌 Customer Support Engineer 3 (Bengaluru)
🏢 Amadeus
📍 Bengaluru