Support Engineer (Access Management)

At KeyData Cyber, our vision is to be the North American leader in designing and delivering digital identity security strategies and solutions to protect our clients in their digital transformation initiatives.

KeyData Cyber is a Gartner-recognized leader in professional identity security services, specializing in:

• Identity Governance & Administration (IGA)
• Privileged Access Management (PAM)
• Customer Identity & Access Management (CIAM)
• Cloud Security Posture Management (CSPM)
• Identity Threat Detection & Response (ITDR)
  
  

Come join us, you’re key to our success!

Our  Support Engineer, Access Management will step in and own our largest and most important customer issues in addition to providing level two support to our other support teams. In this role, you will be a part of a global team that provides 24x7 support to help customers with their IAM Program. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue. You'll troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Our Managed Services teams are focused and dedicated to the customers, and you will help drive the success of the IAM program by understanding and advocating for our customers’ issues. This role requires you to work in a shift pattern or non-standard work hours as required. This may include weekend work.

About Our Team: 

The KeyData Next-Gen Managed Services accelerates customers’ ability to digitally transform their business with world-class IAM technology products, infrastructure, and expertise. Our team (Identity Rockstars) is dedicated to helping our customers — small and large businesses, educational institutions, and government agencies — see the benefits of our services come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape their Identity Program for the future.

If you're passionate about working in an environment where you can experience accelerated growth, development, and a high impact, this role could be for you!

Location: Canada, Remote

Employment type: Full Time, Permanent

Responsibilities

• Maintain and support the customer's Identity and Access Management (IAM) platform, ensuring reliability and performance.
• Implement and manage core identity use cases, including user registration, authentication, account recovery (forgot password/username), and multi-factor authentication (MFA).
• Design, develop, and maintain authentication and authorization trees, nodes, chains, and policies aligned with business requirements.
• Develop custom scripted nodes to address business needs beyond out-of-the-box (OOTB) capabilities.
• Serve as the primary point of contact for ForgeRock Identity Cloud support, managing incident troubleshooting, problem resolution, on-prem connector updates, and certificate maintenance.
• Monitor SaaS platform logs in real time and troubleshoot authentication, authorization, and integration issues.
• Collaborate with client teams to onboard new applications, optimize platform performance, and implement enhancements.
• Troubleshoot front-end UI issues, leveraging ForgeRock SDK, OAuth, and SAML integrations.
• Lead major incident resolution (war-room scenarios), conduct root cause analysis (RCA), and present preventive measures to clients.
  
  

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
• 2-5 years of hands on experience on one of the following SaaS Platform Ping, ForgeRock, Okta.
• Experience with PingOne Advanced Identity Cloud
• Experience in ForgeRock products like ForgeRock AM, ForgeRock DS and ForgeRock Identity Cloud.
• Experience implementing OAuth, OIDC, SAML or similar identity, authorization or authentication protocols/frameworks would be an added advantage.  
• Excellent communication skills (verbal and written). 
• Self-motivated, detail-oriented, collaborative, and organized individual with the ability to maintain flexibility and to function with minimal supervision.  
  
  

Preferred Qualifications

• ForgeRock AM, DS or Identity cloud certifications
  
  

Why KeyData Cyber?

A Place Putting People First – Our team is our strongest asset. We have smart, hard-working, and talented team members. We support learning and development at all levels and encourage work-life balance as part of our key values.

A Place to Accelerate Your Career – We have the most digital identity solution deployments in Canada and we are in hyper-growth mode across North America. There are extensive opportunities to learn, develop, and advance in different areas of the business.

A Place to Share Your Perspective – We create a culture of respect, belonging, and empowerment for everyone by promoting fair treatment and full participation for all.

If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact  Talent Acquisition  and we will make all reasonable efforts to accommodate your request.

Apply now to join the KeyData Cyber team!