Job Description
A client of Insight Global is seeking experienced CIAM Operations Engineers (L3) with 5-7 years of expertise in Customer Identity and Access Management to support high-volume authentication systems for external users. This role focuses on providing critical operational support for customer-facing identity systems, troubleshooting authentication issues for pilots, airlines, and other Jeppesen product users.
Key Responsibilities
• Customer Authentication Support: Provide technical support for external users experiencing login issues, authentication failures, and access problems with Jeppesen’s aviation software products
• Ticket Triage & Resolution: Manage CIAM-related tickets, troubleshoot customer authentication flows, and resolve issues with customer login experiences
• Log Analysis: Analyze authentication logs to diagnose customer login failures, token issues, and integration problems with customer-facing applications
• Auth0 Platform Operations: Support and maintain Auth0 CIAM platform configurations for customer authentication
• Customer-Facing Troubleshooting: Diagnose and resolve issues like 401 errors, MFA failures, password reset problems, and SSO integration issues for external users
• Escalation Management: Escalate complex customer identity issues to IAM Architects and Auth0 Support when needed
• Integration Support: Support authentication integrations between Jeppesen’s customer-facing applications and the Auth0 CIAM platform
• Documentation: Maintain accurate records of customer authentication issues and resolutions using Jira
This is a fully remote contract position that pays between 15- 20 USD/hour. Exact compensation may vary based on several factors, including skills, experience, and education.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
CIAM Experience (Critical):
• 5-7 years of hands-on experience in Customer Identity and Access Management (CIAM), NOT workforce/employee IAM
• Experience managing authentication for external customers, end users, or consumer-facing applications
• Understanding of B2C identity scenarios and customer authentication flows
Technical Skills:
• Operational experience with CIAM platforms: Auth0, Okta Customer Identity Cloud, Azure AD B2C, AWS Cognito, ForgeRock, or similar
• Strong knowledge of OAuth2, OIDC, and SAML for customer authentication scenarios
• Experience troubleshooting customer login flows, password resets, MFA for external users
• Customer-facing authentication troubleshooting (not internal employee access)
• Log analysis for customer authentication issues
• Jira or similar ITSM tools for ticket management
Customer Support:
• Experience providing technical support directly to external customers/end users
• Ability to troubleshoot customer authentication issues in real-time
• Strong customer service orientation for client-facing work
Required:
• Strong English communication skills for customer-facing support
• Ability to work overnight MST hours (approximately 9 PM - 12 PM noon Brazil time for 8-hour shifts)
• Experience working with global teams across time zones
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.