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Solutions Architect (Mid Shift)

Philippines, National Capital Region, ManilaOperations

Job description

About Next Reason

Next Reason delivers industry-leading software, consulting, engineering, support, and optimization services designed to maximize the value of enterprise customer identity and access management (CIAM) solutions and customer data platforms (CDP). We’re trusted by global brands in healthcare, energy, banking, pharmaceuticals, and other industries to govern complex customer identity landscapes and orchestrate solutions to deliver best practices in architecture, security, support, and customer data operations at scale. We’re headquartered in Portland, OR in the US and our customers, partners, and team members are located around the world.

About the Position

Summary

Next Reason’s support team is responsible for configuring products, managing user access, troubleshooting issues, responding to incidents, and maintaining documentation for enterprise CIAM platforms and complementary technologies.

The Support Team Leader is a critical role responsible for managing a high-performing team of Tier 1 and 2 Support Engineers based in Manila providing 24 x 7 coverage, monitoring ticket quality and leading continuous improvement initiatives, handling escalations, and ensuring SLAs and other support key performance indicators (KPIs) are achieved.

Primary Responsibilities

Architect Solutions

  • In collaboration with customers, architect solutions that align with industry best practices and that address customer goals
  • Conduct architectural reviews of integrated solutions for customers and partners alike
  • Advocate for the customer when collaborating with internal Product, Security and Engineering teams
  • In collaboration with the other members of the Next Reason services team, build reusable assets and materials that enable and optimize internal efforts

Onboard Applications

  • Provide application onboarding support from discovery through deployment and hypercare, including client provisioning and configuration, providing expert consultation during the onboarding process, supporting production deployments, and continuously improve the onboarding process and documentation
  • Work with customers to understand their goals and desired outcomes and align those with Next Reason’s capabilities
  • Create a design document based on the solution

Deliver Training

  • Create training materials and deliver virtual and in-person training and workshops
  • Provide guidance, advice, training, and mentorship to our Support Engineers to help resolve complex issues and achieve their professional development goals

Resolve Complex Issues

  • Support ticket resolution and/or perform advanced troubleshooting on issues
  • Support incident responders as an escalation resource during business hours and on-call shifts
  • Facilitate all changes to client configurations such as change request review, testing, and release coordination according to the ITIL framework

Manage Knowledge

  • Ensure internal runbooks and product documentation is accurate, cover all use cases, and updated as needed to promote a high standard of support quality and encourage self-service by end users

Engage Suppliers

  • Where third-party support vendors are involved, collaborate with our vendor’s support resources to facilitate a consistent and high quality end-to-end support experience

Other Duties

  • Be on call. Assist the customers as escalation to any issues or incidents that may arise outside of normal business hours, if/when needed.
Work Standards
  • Follow security best practices: Develop strong security and compliance best practices, and ensure the team adheres to Next Reason’s information security management system—including monitoring and reporting security incidents as needed
  • Focus on quality: Maintain high standards of quality when it comes to written and verbal communications by establishing good practices and habits, empathizing with our customers, and respecting your colleagues
  • Track time: All members of the team are required to track time and reach utilization targets appropriate for their role
  • Prioritize effectively: Prioritize and execute tasks in a methodical and disciplined manner, as well as internally provide leadership (technical and project) to teammates through coaching and mentorship
  • Perform other duties as assigned: Perform ad hoc tasks as needed
Location & Availability
  • Location: Manila, Philippines
  • Availability: Mid shift/EMEA business hours

Job requirements

Required

  • 5+ years experience as a solutions architect or advanced support engineer assisting end users to resolve technical issues, configuring technical products, and providing guidance consistent with established policies, processes, and knowledge

  • Experience with developing integration solutions for CIAM platforms such as Akamai Identity Cloud (formerly Janrain) and Auth0; or identity and access management (IAM) platforms such as Ping, ForgeRock, and SailPoint

  • Experience with OpenID Connect (OIDC) and/or OAuth protocol

  • Exceptional interpersonal and team collaboration skills, including active listening and excellent written and verbal communication skills

  • Highly proficient in written and spoken English

  • Bachelor’s degree or equivalent education and/or experience

  • Experience working with basic web technologies such as HTML, JavaScript, CSS, git and REST APIs

  • Experience troubleshooting web applications using standard development tools

  • Strong problem solving skills, intelligence, initiative, and the ability to thrive under pressure

  • Experience working with distributed global teams

  • Previous experience in a support role working for an international company

Desired

  • ITIL v3/v4 foundation certified

  • Experience with modem web frameworks such as Node.js