Job description
Our Purpose
At Xero, we’re here to make running a business beautiful. By making small businesses more efficient every day, connecting them with powerful technology and a supportive community, we help them reach their full potential—and in doing so, we help build a stronger economy that can change the world.
How You’ll Make an Impact
As a key member of the Identity Access Management team within Security Engineering, you’ll be responsible for supporting the operational health of our IAM services. You’ll monitor and respond to support tickets via Jira Service Management (JSM), helping ensure timely, secure, and stable identity access for internal teams—and in some cases, external customers. Your work will be critical to ensuring reliability, proactive issue resolution, and an excellent support experience.
What you’ll do: Support and Operations
- Continuously monitor the Jira Service Management (JSM) queue for new support tickets related to Identity Access Management.
- Prioritize and work through tickets based on severity, impact, and SLAs (Service Level Agreements).
- Thoroughly investigate and diagnose issues reported in support tickets, utilizing available documentation, logs, and internal knowledge bases.
- Provide timely and effective technical support to internal teams (e.g., Engineering, Customer Experience) and potentially external customers, clearly communicating troubleshooting steps and resolutions.
- Document all troubleshooting steps, findings, and resolutions within the JSM ticketing system.
- Escalate complex or critical issues to senior engineers or the engineering team as needed, providing detailed information for efficient resolution.
- Contribute to the creation and maintenance of knowledge base articles, FAQs, and other support documentation to improve self-service capabilities and reduce ticket volume.
- Identify recurring issues and contribute to problem management efforts by providing insights and potential root causes to the engineering team.
- Work with engineers to troubleshoot and resolve production incidents, where appropriate, and participate in post-incident reviews to identify learnings and preventative measures.
- Contribute to the monitoring and alerting systems for Identity Access Management services to proactively identify potential issues.
- Ensure the health of the team’s products is well understood from a support perspective and contribute to their resilience.
What you’ll do: Collaboration and Improvement
- Maintain a positive and constructive relationship with engineering peers and other stakeholders.
- Collaborate effectively with other support engineers and the development team to resolve issues and improve support processes.
- Provide feedback to the engineering team on common support issues and potential areas for product improvement or enhanced monitoring.
- Stay up-to-date with changes and new features in Xero’s Identity Access Management systems to effectively support them.
- Contribute to continuous improvement initiatives within the support team to enhance efficiency and the quality of support provided.
- Participate in team meetings and contribute to discussions on support trends and best practices.
Success looks like
- Tickets in the JSM queue are addressed promptly and efficiently, meeting defined SLAs.
- High levels of customer/internal stakeholder satisfaction with the support provided.
- Accurate and comprehensive documentation of support activities and resolutions.
- Contribution to a growing and helpful knowledge base.
- Proactive identification and escalation of potential issues.
- Effective collaboration with engineering and other teams to resolve issues and improve products.
- A strong understanding of Xero’s Identity Access Management systems and support processes.
What you’ll bring with you
- A strong understanding of technical concepts and the ability to quickly learn and understand new systems and technologies, particularly in the realm of Identity Access Management. This includes a solid understanding of operating systems (Windows, macOS, Linux), networking fundamentals (TCP/IP, DNS).
- Excellent analytical and problem-solving skills with the ability to diagnose issues systematically and identify effective solutions. Experience using diagnostic tools and techniques to identify root causes in various IT systems is crucial.
- A strong commitment to providing excellent support and a positive experience for internal and external stakeholders.
- Clear and concise written and verbal communication skills, with the ability to explain technical information to both technical and non-technical audiences.
- Ability to manage and prioritize multiple tasks effectively in a fast-paced environment.
- Thoroughness and accuracy in documenting support activities and resolutions.
- Ability to collaborate effectively with other support engineers and the development team.
- A willingness to learn and adapt to new technologies and support processes.
- A foundational understanding of user and access management principles within operating systems and basic directory services (like Active Directory or LDAP) or Cloud Native (Okta) would be beneficial.
Experience
- Experience in a technical support role, preferably supporting software applications or cloud-based services.
- Familiarity with ticketing systems (e.g., Jira Service Management).
- Basic understanding of Identity Access Management concepts (e.g., authentication, authorization, user provisioning) is desirable.
- Experience with Okta is desirable.
- Experience with log analysis and basic troubleshooting techniques.
- Exposure to monitoring and alerting tools is a plus.
What we value
- Challenge: Xeros dream big, lead and embrace change.
- Beautiful: Xeros create experiences that people love.
- Team: Xeros are great team players.
- Ownership: Xeros deliver on our commitments.
- Human: Xeros are authentic, inclusive and really care.
This is a fixed-term position of approximately one year in length, and is an excellent opportunity to work Xero’s security teams, and to get to know the company as a whole.
