Technical Implementation Lead

Cirrus Identity, Inc. - Oakland, California or Remote - Full time

Position opening: Technical Implementation Lead

Job Summary

Cirrus Identity is an innovative identity solutions provider serving primarily the Higher Education and Research community. We serve over 70 universities and research organizations. The majority are US based , but we are expanding to other countries as well. Our team consists of many seasoned professionals who have worked at universities in the past. We value:

  • Curiosity and resourcefulness
  • Dedication to helping customers solve problems
  • Commitment to each other and the growth of the company
  • Follow through on agreements
  • Kindness and professionalism with each other and with our customers

Our headquarters are in Oakland, CA, but our team is largely remote. We use a variety of tools such as video-conferencing, Slack, ticketing systems, issue trackers and email to ensure close collaboration.

Cirrus Identity is a small company, so everyone is a Jack or Jill of multiple trades. The goal is to build cool, effective, affordable identity solutions in an environment that fosters a sense of teamwork and camaraderie.

Each staff member has one or more key areas of focus. The position of Technical Implementation Lead includes three primary categories of work as outlined below:

Product Implementation Support

This position will take point on technical implementation of Cirrus solutions for the customer. The vast majority of these implementations will involve authentication solutions for one or more applications. Much of the configuration for integrating Cirrus solutions happens at the primary campus SSO Identity Provider (for example Microsoft Azure AD or Okta), and the target applications for login (for example Canvas, Salesforce, Slate, Financial Aid applications, library, or research applications).

We are seeking someone who has experience with single sign-on integrations, particularly SAML integrations. Ideally the candidate will have assisted in troubleshooting common authentication issues, such as attribute release and attribute mapping.

Specific responsibilities for this role include:

  • Serve as the primary technical lead with customers as they implement and deploy Cirrus solutions
  • Assist customers in configuring applications in enterprise IAM systems like Microsoft Azure AD:
    • adding new enterprise applications
    • creating custom attribute maps
    • defining and configuring conditional access settings
    • importing required attributes into Azure AD and creating extension attributes where necessary
  • Advise customers on Service Provider configurations to support SSO integrations and migrations
  • Assist customers in testing SSO flows during migration projects
  • Work with the Cirrus Identity Director of Customer Success to validate customer requirements, review onboarding documentation, and participate in kickoff calls from a technical perspective
  • Serve as liaison with Cirrus Identity engineering team as issues surface during implementations
  • Create and Maintain customer-facing documentation for product implementation. Update documentation based on feedback from current customers.

Ongoing Customer Support

This position will be responsible for helping resolve operational technical issues with Cirrus solutions as reported by customers. Cirrus utilizes Freshdesk as a ticketing system for reporting problems and corresponding during troubleshooting. The person in this role will be an integral part of the Cirrus Identity customer support team. Specific responsibilities will include:

  • Work with customers, Director of Customer Success, Director of Product, and Cirrus Engineering team to diagnose authentication issues and determine solutions
  • Review tickets daily, and assist the Director of Customer Success in closing or responding to tickets as appropriate
  • Participate in monthly or quarterly check-ins with existing customers to ensure solutions are running smoothly and look for opportunities to improve and/or expand services
  • Based on experience in the field, make recommendations to the Director of Product for enhancements that will address common challenges
  • Serve as liaison with Cirrus Identity engineering team as operational issues surface. Escalate customer issues to engineering as appropriate
  • Routing customer issues to Cirrus engineering using Freshdesk and/or JIRA

Quality Assurance

The person in this role will walk customers through integration steps when deploying Cirrus solutions. This person will be key to identifying areas where we need to improve documentation and/or enhance our products to meet customer needs. After the Cirrus engineering team has developed enhancements and new products, the Technical Implementation Lead will be instrumental in quality assurance before new software is released. Tasks will include:

  • Assist the Director of Product with QA testing of new code prior to deployment
  • Follow established regression testing flows
  • Assist in developing new flows as services expand
  • Document bugs and other issues for Cirrus developers using JIRA or other tools

Required Qualifications

  • Significant experience providing technology support, especially helping people integrate applications
  • Proven track record of learning new technology and applying new skills to troubleshooting technology integrations
  • Strong written and verbal communication skills
  • Ability to problem solve and think strategically
  • Collaborative team player
  • Highly committed to customer success

Preferred Qualifications

  • Previous experience in IT operations within a Higher Education or research organization
  • Previous experience providing customer support with IT services
  • Basic understanding of SAML-based or OIDC/OAuth2-based SSO integrations
  • Hands-on experience with at least one of the following:
    • Microsoft Azure AD SSO integrations
    • Configuring and managing a SAML Identity Provider registered in a Higher Education trust federation (such as InCommon, UK Federation, Canadian Access Federation, or others)
    • Shibboleth or SimpleSAMLphp integrations
    • Okta or ADFS SSO integrations
  • Experience troubleshooting SSO integrations
  • Experience with a variety of IAM solutions

Competitive salaries (target range for this position is $70-90K annual), generous PTO, and health benefits.

Remote position (U.S. Only) - preference for states where we we are already registered: California, Colorado, Indiana, or Pennsylvania

After initial orientation period, scheduled off-hour and on-call work will be expected

Background check required

Equal opportunity employer

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Role

Engineering

Experience Level

Mid Level

Cirrus Identity, Inc.

Cirrus Identity is the Swiss army knife of digital identity management. We offer a suite of solutions that help universities secure and streamline access to secure online services. Our team is founded and led by people from Higher Ed. We speak our customer's language!
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