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Job Description
Ping Identity is seeking a Senior Technical Support Engineer to handle complex support issues for its global customers. The role involves using Ping Identity's products such as PingFederate, PingDirectory, PingOne, and PingAccess. The Global Support Organization is the primary interface between Ping and its customers, operating 24/7 to ensure customer success with Ping solutions. The engineer will report to the Team Manager and have opportunities for career growth within Ping's support career ladder.
Role involves:
- Assisting with escalated customer engagements
- Investigating issues and queries using knowledge bases and test labs
- Managing customer expectations and communicating proactively
- Actively participating in the community system
- Contributing to the knowledge base
- Participating in on-call rotation
Requirements:
- At least 2 years of technical support experience with Ping Identity's products
- Advanced technical proficiency with PingFederate and either PingAccess or PingDirectory
- Linux-based and Windows server OS management
- SAML/OAuth/OIDC
- Lightweight Directory Access Protocol (LDAP) and Directory Services
- Networking including Load Balancers, Firewalls, IP, DNS
- PKI, X.509 certificates
- Internet Protocols (HTTPS/SSL/TLS etc)
- Troubleshooting web-based applications in browsers and application servers
- Experience with APIs (knowledge of REST and SCIM)
- Experience with scripting languages
- Experience with devops deployments
Role offers:
- Flexible, collaborative work environment
- Employee Resource Groups
- Regular company and team bonding events
- Competitive benefits and perks
- Global volunteering and community initiatives
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
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