The Role:
Yubico is seeking a Developer Support Engineer for our Professional Services team. You will be supporting clients across a wide range of industries that are using their YubiEnterprise Delivery (YED) API integrations with connector applications required to integrate with the YED API (e.g., Okta, ServiceNow, Microsoft Entra ID and others). You will be working across internal teams and technology partners to build and support connectors based on partners’ platform specifications, and will also include building automated and manual processes to ensure the ongoing health of client-facing connector apps.
The Developer Support Engineer will focus on delivering exceptional technical consulting expertise, troubleshooting and support to clients and partners, mostly developers, utilizing the YED API and other Yubico tools while maintaining outstanding customer service. This is a customer-facing role, where you may lead customer calls, collaborate with peers, develop or validate customer use cases, engage with Yubico Product and Engineering on potential issues, and assist other Yubico team members in pursuit of our objectives. A successful candidate will an engineer with a consultative approach, extensive experience with Rest APIs and demonstrated ability to program within a Javascript enterprise architecture.
\n- Design, build and maintain connector apps based on key IDPs (e.g., Okta, Microsoft and Ping Identity) platform specifications.
- Provide technical consulting and integration support to prospective and current customers, ISVs, and developers for Yubico’s FIDO pre-reg (FPR) solution. This solution delivers a pre-registered YubiKey with no user registration required and without the need for a password.
- Offer technical guidance and assistance in the automation of the FIDO2/WebAuthn credential creation process by utilizing a customer’s orchestration platform, along with Yubico’s YED FPR APIs, and an IdP’s WebAuthn credential registration APIs.
- Serve as a subject matter expert on Yubico’s YED and YED FPR APIs and the ecosystem in which the API integrates, with vendors and platforms (e.g., Okta, Microsoft Entra ID, ServiceNow, etc.).
- Write code/scripts to build connector apps using the YED API and partner integrations to reproduce issues.
- Liaise with technology partners to investigate and resolve issues with YED API integrations depending on technical partner solutions.
- Take ownership of questions and issues, including initial troubleshooting, identification of root causes, and issue resolution. Collect information and document these issues with Yubico Engineering and partners for API and connector issues.
- Assist and educate developers integrating with Yubico and the YED API.
- Establish and maintain technical credibility with prospects and existing customers.
- Collaborate with cross-functional teams including Product and Documentation to provide feedback on common or emerging issues. Assist in creating process or troubleshooting documentation in the support knowledge base.
- Participate in after hours/weekend on call rotation for critical customer cases.
- Support and help to grow an amazing work culture and environment.
- Work with customers remotely and in person (limited travel may be expected)
- BA/BS/MS in Computer Science or related discipline.
- 5+ years of experience in similar roles, preferably customer-facing, such as Professional Services, Technical Support, Software/Systems Engineering, or Software Development.
- Experience supporting, working with and calling REST APIs.
- Specific experience with Okta, Microsoft, and Ping Identity’s marketplace app environments.
- Demonstrated ability to program in Javascript and one statically typed language (e.g., C#, Java)
- Experience building marketplace apps and/or connectors.
- Expertise supporting modern web applications built using Java Spring, ASP .NET, ASP .NET Core, Node.js.
- Understanding of FIDO2/WebAuthn protocol standards.
- Passion for solving issues and advocating for customer success in a dynamic, highly technical environment.
- Ability to learn new technologies quickly.
- Excellent customer service and communication skills in a variety of forms (i.e., written, live chat, conference calls, in-person).
- Knowledge of YubiEnterprise Delivery REST API.
- Knowledge of Okta Identity Engine, Microsoft Entra ID and ServiceNow.
- Extensive knowledge and experience in supporting the technology and processes in the Authentication domain and controls programs.
- Knowledge of commonly used security technologies and protocols including multi-factor authentication, Single Sign-On, VPN, RDP, and various protocols and standards such as OATH, SAML, OpenID, ADFS, FIDO/FIDO2, WebAuthn, X.509, Federal PKI.
- Experience with Identity and Access Management vendors like Microsoft, SailPoint, Intercede, RSA, etc.
- CISSP Certification.
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