IAM Support Engineer
We are looking for a customer-focused IAM Support Engineer who wants to develop within Identity and Access Management. You will
join our Support team and provide timely, high-quality technical assistance to our customers and partners.
The role is focused on Identity and Access Management (IAM), and you will primarily work with our products and solutions within
the IAM domain. You will help customers understand and resolve technical issues, guide them through product functionality and best
practices, and act as a bridge between our technical products and how they are used operationally in real customer environments.
You will collaborate closely with experienced colleagues, Product and Engineering when more complex cases need to be investigated
and resolved.
We welcome applications from recent graduates, people at the beginning of their careers and students nearing the end of a relevant
education. Your curiosity, problem-solving ability and willingness to learn are more important than having years of professional
experience.
STILL STUDYING? YOU ARE WELCOME TO APPLY
Are you nearing the end of a degree in systems science, Identity and Access Management or another relevant identity-focused
programme? We encourage you to apply even if you have not yet completed your studies.
For the right candidate, we are open to discussing an individual arrangement. This could, for example, include completing a degree
project or thesis at Clavister while discussing a possible path into employment after graduation.
The exact arrangement will depend on your situation, mutual fit and business needs.
A cybersecurity education may also be relevant when it includes a clear focus on areas such as identity, authentication,
authorisation or access management.
KEY RESPONSIBILITIES
- Provide first- and second-line technical support to customers and partners through our ticketing system, email, phone and
remote sessions.
- Respond to incoming support requests, assess the issue and manage cases throughout their lifecycle in line with agreed service
levels.
Troubleshoot technical issues, analyse logs and relevant configurations, reproduce problems and identify possible causes.
Work with customers to verify solutions, fixes and temporary workarounds.
Document support cases clearly, including diagnostics, steps to reproduce, findings and resolutions.
Escalate complex or recurring issues to Product and Engineering with relevant technical context and suggested next steps.
Communicate known issues, product behaviour, release information and feature clarifications to customers and partners.
Contribute to knowledge base articles, troubleshooting guides and internal documentation.
Share recurring customer challenges and feedback to help improve our products and services.
Build strong relationships with customers and partners and contribute to a high level of customer satisfaction.
Participate in team meetings, knowledge sharing and continuous improvement initiatives.
WHAT WE ARE LOOKING FOR
You may have recently completed, or be nearing completion of, a relevant education within areas such as:
Systems science or information systems
Identity and Access Management
Identity-related IT or software systems
Cybersecurity with a clear focus on identity or access management
Another education that has provided relevant and transferable knowledge
We believe you have:
A genuine interest in technical support, customer communication and problem solving.
An interest in Identity and Access Management and how identity solutions are used in real organisations.
The ability to work methodically, gather relevant information and explain your conclusions clearly.
Good written and verbal communication skills.
The ability to explain technical topics to people with different levels of technical knowledge.
A customer-focused mindset and a commitment to finding positive outcomes.
The ability to collaborate closely with colleagues while gradually becoming more independent.
Good time-management skills and the ability to prioritise support cases.
Fluency in written and spoken English.
Availability to work during standard Swedish office hours.
The ability and willingness to work regularly from the office unless another arrangement has been agreed.
EXAMPLES OF RELEVANT TECHNICAL KNOWLEDGE
Your knowledge may come from your education, a degree project, an internship, laboratory work, personal projects or previous
employment.
Relevant areas may include:
Identity Management (IDM)
Users, groups, roles, permissions and access rights
Identity Governance and Administration (IGA)
Identity Lifecycle Management (ILM)
Access Management (AM)
Protocols and standards such as SAML, OpenID Connect and OAuth
Identity federation
Single Sign-On (SSO) and Multi-Factor Authentication (MFA)
Authentication and authorisation
Directories and user repositories
Accessibility / WCAG
APIs, integrations and web-based systems
Programming or scripting
Log analysis and technical troubleshooting
Databases, cloud-based services and SaaS environments
Electronic identities and signing concepts
You are not expected to have experience in every area listed above. These examples are intended to give you an idea of the
technical environment and should not be viewed as a checklist.
In your application, we would rather hear about what you have actually studied, built, tested or worked with, what you are
currently learning, and where you would like to develop further.
MERITORIOUS EXPERIENCE AND INTERESTS
The following are considered advantages but are not requirements:
Experience from technical support, system administration, IAM or another customer-facing technical role.
Two or more years of relevant professional experience.
Experience with ticketing or service-management systems.
Experience analysing logs and troubleshooting technical issues.
Experience writing technical documentation or knowledge base content.
Experience from customer service or another customer-facing role.
An interest in programming, scripting or software development.
Experience working with APIs or integrations.
Relevant technical certifications.
Swedish or other language skills in addition to English.
WORKPLACE AND COLLABORATION
The preferred locations for the role are Stockholm or Örnsköldsvik, but finding the right person is more important than the exact
location.
Regular office presence is an important part of the role. Working alongside experienced colleagues provides opportunities for
mentoring, knowledge sharing and collaborative problem solving, which are particularly important when developing within the role.
Alternative arrangements may be discussed and agreed individually.
The role is primarily performed during standard office hours together with the Support team.
WHAT WE OFFER
The opportunity to begin or develop your career within Identity and Access Management.
The chance to work in a growing global cybersecurity company.
An inclusive and collaborative working environment.
Support, mentoring and knowledge sharing from experienced colleagues.
Opportunities for professional development, training and certification.
Hands-on experience with IAM solutions and customer-facing technical support.
Exposure to varied technical environments and real customer use cases.
Close collaboration with Support, Product and Engineering.
The opportunity to contribute customer insights that can influence product improvements.
A potential path from studies or a degree project into a professional technical role.
Competitive salary and benefits.
Flexible working arrangements where agreed and suitable for the role.
A supportive team culture with a strong focus on learning and collaboration.
WHY JOIN US?
This is an opportunity to start or develop your career within Identity and Access Management while working with customers,
partners and experienced technical colleagues.
You will gain insight into how identity solutions move from technical products into operational customer environments and have the
opportunity to work across areas such as access management, identity lifecycle management, identity governance and digital
identity.
Your work will directly contribute to customer satisfaction, support quality and product improvement.
We are an equal opportunity employer and welcome applications from all suitably qualified people regardless of gender, gender
identity, ethnicity, religion, disability, age, sexual orientation or background.
Please submit your CV and a brief cover letter describing your relevant studies or experience, your interest in IAM and technical
support, and the technologies, projects or areas of knowledge you would like us to consider.