Support Engineer

About Pathlock Pathlock is a global leader in unified access governance, application security, and continuous controls monitoring for enterprise organizations. Our platform integrates with 140+ business-critical applications — including SAP, Oracle ERP Cloud, PeopleSoft, JD Edwards, Workday, Microsoft Dynamics 365, Salesforce, ServiceNow, Okta, SailPoint, and Microsoft Entra ID — to help the world's largest enterprises automate enforcement of access controls, eliminate Segregation of Duties (SoD) conflicts, and meet the most demanding compliance and audit requirements. The Role We are looking for a skilled and customer-focused Support Engineer to join our US Region Support team. In this role, you will serve as a primary technical resource for enterprise customers across the US, owning complex issues end-to-end — from initial diagnosis through root cause analysis and resolution. You will work closely with a Technical Lead and collaborate across Solution Architecture, Product Experts, Product Management, and Engineering teams to deliver timely, high-quality resolutions for some of the most technically demanding customers in the market. This is not a call-center support role. Our customers are enterprise security and compliance teams running mission-critical ERP environments. They expect deep technical expertise, clear communication, and a partner who understands their world. If you thrive on solving hard problems, enjoy learning continuously, and want to make a meaningful impact on enterprise security and compliance, this role is for you. Reports to: US Region Support Manager Works closely with: Technical Lead, Product Experts, Solution Architects, Product Management, Engineering What You'll Do Customer Issue Resolution • Own customer tickets from first response through resolution, meeting SLA commitments and keeping customers proactively informed. • Troubleshoot issues across the Pathlock platform including access governance workflows, SoD rule configurations, role design, provisioning connectors, and ABAC policy enforcement. • Diagnose and resolve integration issues between Pathlock and customer ERP environments (SAP, Oracle ERP Cloud, PeopleSoft, JD Edwards, Workday, and others) covering configuration, data synchronization, and connector behavior. • Troubleshoot IdP integrations including SSO federation (SAML 2.0, OAuth 2.0, OIDC), SCIM provisioning, and directory service connectivity between Pathlock and platforms such as Okta, Entra ID, and SailPoint. • Analyze logs, database queries, workflow configurations, and API payloads to identify root causes and deliver clear resolutions. • Resolve SQL issues, stored procedure behavior, and data model inconsistencies contributing to product defects or unexpected behavior. • Support customers with compliance use cases including SoD conflict analysis, access review workflows, audit report generation, and evidence packaging for SOX, GDPR, and related frameworks. Collaboration & Escalation • Work with the Technical Lead and Product Experts to escalate and drive resolution of defects, data-specific issues, and environment-specific issues. • Provide well-documented, reproducible escalation packages that enable Product Experts to act quickly on confirmed defects. • Share troubleshooting approaches and resolution patterns with peers to support team knowledge growth. Knowledge & Quality • Ensure a root cause analysis (RCA) is documented on every resolved ticket. • Stay current on Pathlock product updates, new integrations, and developments in ERP security and access governance. What You Bring Required • SQL proficiency — MS SQL Server preferred — including writing and troubleshooting queries, reading stored procedures, understanding relational data models, and diagnosing data-related issues. • Bachelor's degree in Computer Science, Information Systems, or a related technical field, or equivalent professional experience. • 3+ years of hands-on experience in ERP security, a uthorization, and access management — SAP, Oracle EBS, PeopleSoft, JD Edwards, or similar. • Excellent written and verbal English communication skills with the ability to engage enterprise customers at both technical and non-technical levels. • Strong analytical and problem-solving skills — able to break down complex, multi-system issues methodically and drive toward root cause. • Ability to manage multiple open cases, prioritize effectively, and operate with a high degree of ownership. Strongly Preferred • GRC experience — SoD conflict identification and remediation, access certification, and compliance reporting for SOX, GDPR, or ISO 27001. SAP GRC Access Control, Oracle GRC, or similar is a plus. • Solid understanding of IAM concepts including RBAC, SSO federation (SAML 2.0, OAuth 2.0, OIDC), SCIM, and directory services. Hands-on experience with at least one enterprise IdP such as Entra ID, Okta, or SailPoint. • Web services and API experience using Postman or SoapUI, with the ability to read REST/SOAP calls and parse JSON/XML payloads. • Familiarity with cloud and hybrid ERP deployments — SAP ECC vs. S/4HANA Cloud, Oracle EBS vs. Oracle Fusion Cloud, or similar. • Experience with SAP application security including ECC, S/4HANA, S/4HANA Cloud, and C4C. • Working knowledge of Windows Server, IIS, and network fundamentals. • Experience with ITSM platforms such as Salesforce Service Cloud, ServiceNow, Jira, or Zendesk. Why Pathlock • Work with some of the world's largest enterprises on genuinely complex, high-stakes technical problems — no two days are the same. • Join a fast-growing global team where your technical contributions have direct visibility and impact. • Collaborate with deeply experienced colleagues across support, solution architecture, product, and engineering. • Continuous learning environment with access to a broad and evolving technology ecosystem spanning 140+ enterprise integrations. • Competitive compensation, benefits, and a culture that values technical depth and customer impact equally.

Creado: Jue, 01 de Ene de 1970