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 Availabi

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