Senior IAM Support Engineer — Enterprise, Follow-the-Sun

pingidentity; United States; Remote; USD 95,000 - 130,000; Full time

Job summary

pingidentity is seeking an experienced support engineer to provide advanced, customer-facing technical support for enterprise accounts using identity and access management products. You will own complex issues from investigation to resolution, coordinating with internal teams to maintain service continuity.

The role operates on a Thursday–Monday schedule with follow-the-sun coverage to align regional business hours.

Qualifications

• Minimum eight years of related experience with a bachelor’s degree or equivalent practical experience.
• Excellent verbal, written, listening, and presentation skills for diverse audiences.
• Strong analytic troubleshooting, attention to detail, resilience, and creative problem-solving.

Responsibilities

• Troubleshoot customer issues across support channels (cases, calls, video meetings, screen sharing).
• Own cases end-to-end: investigate, reproduce, identify causes, drive resolution.
• Coordinate with engineering, reliability, product, customer success, and support teams; document bugs.

Skills

Verbal communication

Written communication

Analytical troubleshooting

Problem solving

Presentation skills

Collaboration

Time management

Education

Bachelor’s degree or equivalent practical experience

Tools

REST APIs

SSL/TLS

LDAP

JSON

Job description

pingidentity is seeking an experienced support engineer to provide advanced, customer-facing technical support for enterprise accounts using identity and access management products. You will own complex issues from investigation to resolution, coordinating with internal teams to maintain service continuity.

The role operates on a Thursday–Monday schedule with follow-the-sun coverage to align regional business hours.