Client Solutions Engineer

Customer Success USA or UK, United States


Description

About our team

The O’Reilly Platform Integration Team works side by side with our enterprise clients to implement and configure our Learning Platform to meet their requirements. We guide and collaborate with our clients and other O’Reilly teams to bridge the gap between our clients' infrastructure and our Learning Platform interface points such as Authentication/Authorization, Content Search, and Usage Reporting. We work with a diverse, global client base who have a wide variety of expectations, requirements, and restrictions for their integrations with O'Reilly.


About the role

The Client Solutions Engineer works closely with enterprise clients to integrate and configure the O’Reilly Learning Platform. In this role, you will be responsible for planning complex or bespoke integrations, setting clear and realistic expectations, and hands-on building, testing, and debugging of the needed integrations. To excel in this role, you will leverage your expertise in federated identity, API architecture, Node.JS, Python, SQL, information security, project management, and troubleshooting. In addition, you must be comfortable leading both high- and low-level implementation discussions with clients, and apply your well-honed organizational and time management skills to leading multiple concurrent projects. 

 

Primary Responsibilities 

  • Lead SSO and API integration projects through all lifecycle stages, guide clients through the process, and recommend best practices throughout design and implementation.
  • Guide and mentor less experienced team members, helping them debug and resolve complex issues without taking ownership of their tasks.
  • Respond to escalations from Tech Support when integration issues extend beyond their level of expertise. Confirm and report any platform issues to our engineering teams and track progress toward their resolution.
  • Work with clients to understand their needs and determine how O'Reilly's platform capabilities can meet those needs, and log feature requests.
  • Identify gaps which our product managers should consider for future offerings, or resolve with a bug fix.
  • Participate in the RFI/RFP response process; Help respond to privacy and security evaluations from clients.

Shared responsibilities 

  • Perform due diligence related to integrations
    • Identify potential conflicts with other accounts or individual subscribers.
    • Ensure the integration as-built aligns with the requirements and best practices.
    • Test as much of the work as possible yourself before involving the client.
  • Monitor team communication channels during business hours, such as Slack, email, and IP phone.
  • Answer questions from internal and external clients about integration capabilities.
  • Maintain team documentation.
  • Be available for occasional tasks which must be scheduled outside your regular working hours.

Skills, experience, and attitude

  • Four-year degree in computer science, or equivalent combination of education and experience
  • 4+ years experience in a systems integration or identity & access management role.
  • Deep understanding of systems integration theory & practice, including personal experience with implementations using SAML2, OIDC, SCIM, REST, SFTP, xAPI, and similar technologies.
  • Developer-level knowledge of XML, JSON, SAML2, and OIDC/OAuth2.
  • Proficiency coding in Python, Node.JS, or other modern programming languages.
  • Experience with version control and automation tools such as github and jenkins.
  • Strong technical aptitude and attention to detail; sharp critical thinking and problem solving skills.
  • A passion for life-long learning, a love of diversity, and a desire to grow.
  • Excellent time management, organizational, and communication skills.
  • Self-starter who can work with clients independently throughout the implementation process.
  • A mindset of compassion and curiosity, balanced by a scientist's skepticism.
  • An empathic and collaborative approach to problem solving.

Also desirable

  • Experience supporting enterprise SaaS solutions for both external and internal clients.
  • Working knowledge of web front-ends using Javascript, HTML, and CSS.
  • Expertise managing a widely-used federated identity provider such as Azure, Okta, Shibboleth, or Ping.
  • Experience managing or integrating any major LMS, LXP, ERP, or SIS solution.
  • Experience developing reporting and/or ETL tools for client-facing data exchange.
  • Familiarity with agile methodology, project management, and software development.
  • Awareness of GDPR and other privacy regulations, and advocacy for stronger protection of personal data.
  • Desire to build good working relationships with contacts and colleagues.

 

About O’Reilly Media

O’Reilly’s mission is to change the world by sharing the knowledge of innovators. For over 40 years, we’ve inspired companies and individuals to do new things—and do things better—by providing them with the skills and understanding that’s necessary for success.

At the heart of our business is a unique network of experts and innovators who share their knowledge through us. O’Reilly Learning offers exclusive live training, interactive learning, a certification experience, books, videos, and more, making it easier for our customers to develop the expertise they need to get ahead. And our books have been heralded for decades as the definitive place to learn about the technologies that are shaping the future. Everything we do is to help professionals from a variety of fields learn best practices and discover emerging trends that will shape the future of the tech industry.

Our customers are hungry to build the innovations that propel the world forward. And we help you do just that.

Learn more: https://www.oreilly.com/about/


Diversity

At O’Reilly, we believe that true innovation depends on hearing from, and listening to, people with a variety of perspectives. We want our whole organization to recognize, include, and encourage people of all races, ethnicities, genders, ages, abilities, religions, sexual orientations, and professional roles.

Learn more: https://www.oreilly.com/diversity