Senior SaaS Identity Support Engineer

Ping Identity; United States; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Generous PTO

Parental Leave

Healthcare options

Retirement programs

Education reimbursement

Commuter offset

Job summary

Ping Identity is seeking a Technical Support Engineer to support premium customers with SaaS solutions, web apps, and identity services. You will troubleshoot issues, reproduce they in a lab, and manage customer expectations while ensuring SLAs are met.

The role requires strong SSO knowledge, web troubleshooting, and experience with Docker/Kubernetes. On-call rotation and cross-team collaboration are part of the job.

Qualifications

• Experience with SaaS applications and supporting SaaS solutions.
• Strong understanding of SSO protocols (SAML, OAuth, OpenID, JWT).
• Experience troubleshooting web-based applications and analyzing HTTP traces.

Responsibilities

• Serve as dedicated engineer for premium customers, conducting troubleshooting sessions by phone.
• Reproduce issues in a lab, manage customer expectations, and ensure SLA adherence.
• Communicate status updates by phone, email, and virtual meetings; contribute to knowledge base.

Skills

SaaS expertise

SAML/OAuth/OpenID/JWT

Web troubleshooting

React/Angular/Vue

PKI/X.509

Networking & TLS

Tools

Docker

Kubernetes

Postman

cURL

Web servers (Apache/Nginx/IIS)

Job description

Ping Identity is seeking a Technical Support Engineer to support premium customers with SaaS solutions, web apps, and identity services. You will troubleshoot issues, reproduce they in a lab, and manage customer expectations while ensuring SLAs are met.

The role requires strong SSO knowledge, web troubleshooting, and experience with Docker/Kubernetes. On-call rotation and cross-team collaboration are part of the job.