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Technical Support Engineer

Technical Support Engineer to troubleshoot Ping Identity products remotely in UK.
Ping Identity
Remote
United Kingdom
Undisclosed salary
Job Description

Ping Identity is seeking a Technical Support Engineer to join their Global Support Organization. In this role, the engineer will be responsible for providing exceptional support to Ping Identity's valued customers and partners, troubleshooting PingFederate, PingAccess, PingDirectory, PingOne, PingID, and supported integration kits. The engineer will work in a follow-the-sun, multi-site model, collaborating with global teams to provide 24/7 support.

The Technical Support Engineer will report to the Support Team manager and will have opportunities for career growth within Ping Identity's support career ladder.

Role Involves:

  • Reproducing customer problems internally
  • Collecting information and documenting bugs
  • Conducting remote troubleshooting sessions
  • Managing customer expectations and SLAs
  • Communicating with customers via phone, email, and internet meeting systems
  • Contributing to the knowledge base
  • Understanding business processes
  • Mentoring and supporting other engineers

Requirements:

  • Excellent understanding of SaaS applications and supporting SaaS solutions
  • Experience troubleshooting web-based applications (HTTP Tracing tools and log analysis)
  • Knowledge of Single Sign On (SAML, OAuth, OpenID & WS-FED)
  • Knowledge of Multi-Factor Authentication (PingID, SecurID, DUO )
  • Knowledge of Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and Kerberos
  • Understanding of Internet Protocols (HTTPS/SSL/TLS )
  • Knowledge of Networking including Load Balancers, Firewalls, IP, and DNS
  • Experience with Linux-based and Windows server OS management
  • Excellent communication and organization skills
  • Experience working in high-pressure environments

What Ping Identity 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
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Ping Identity

Ping Identity is a leading intelligent identity platform provider, ensuring secure and seamless digital experiences for users globally. The company's cloud-based solutions enable secure access for customers, employees, and partners, facilitating frictionless digital interactions. Headquartered in Denver, Colorado, Ping Identity serves a large portfolio of enterprise clients, including over half of the Fortune 100. The company champions digital freedom and fosters a culture of individuality and respect within its diverse global team. Ping Identity is at the forefront of innovation in cybersecurity, identity management, and digital experience solutions.

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