Senior Technical Support Engineer

Ping Identity; United States; Remote; USD 75,000 - 84,000; Full time

Job summary

An innovative firm is seeking a Senior Engineer to join their dynamic support team. This role involves handling complex support issues for a variety of global customers, utilizing cutting-edge identity management products. You'll engage with customers to ensure their success and contribute to a knowledge base that empowers teams. The company fosters a collaborative environment, emphasizing growth and individuality while providing competitive benefits. If you're passionate about technology and customer engagement, this is an exciting opportunity to make a significant impact in the cybersecurity space.

Benefits

Flexible Work Environment

Employee Resource Groups

Company Bonding Events

Competitive Benefits

Global Volunteering Initiatives

Generous PTO

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset

Qualifications

• 2+ years of technical support experience with Ping Identity's products.
• Advanced proficiency with PingFederate and either PingAccess or PingDirectory.

Responsibilities

• Assist with escalated customer engagements and manage expectations.
• Investigate issues using existing knowledge and test labs.

Skills

Technical Support

PingFederate

Customer Engagement

Linux Management

Windows Server Management

SAML/OAuth/OIDC

APIs (REST, SCIM)

Scripting Languages

DevOps Deployments

Job description

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture.We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

As a Senior Engineer at Ping Identity, you will handle complex support issues for Ping Identity's global customers using our products including PingFederate, PingDirectory, PingOne, PingAccess, and any supported integration kits. Our Support team consists of accomplished engineers and we welcome new industry talent to join our Ping family.

The Global Support Organization is the foremost interface between Ping and our valued customers and partners. We operate a follow-the-sun, multi-site, model. We work with our partners and customers twenty-four hours a day on services that affect both their workforce and customers. We help our customers to be successful in the application, administration, maintenance and tuning of their Ping solutions.

You will report to the Team Manager. Ping has developed a career ladder for support to ensure there is growth potential for all employees.

You Will:

• Assist with escalated customer engagements
• Investigate issues and queries using the existing bodies of knowledge and test labs
• Manage customer expectations
• Communicate frequently and proactively follow up with the customer by phone, email and internet meeting systems
• Actively participate in our community system
• Contribute to our knowledge base
• Participate in on-call rotation

You Have:

• At least 2 years of technical support with Ping Identity's products.
• Advanced technical proficiency with PingFederate and either PingAccess or PingDirectory

You Will Have an Advantage If:

• Linux-based and Windows server OS management
• SAML/OAuth/OIDC
• Lightweight Directory Access Protocol (LDAP) and Directory Services
• PKI, X.509 certificates
• Experience with APIs (knowledge of REST and SCIM)
• Experience with scripting languages
• Experience with devops deployments

Salary Range: $75,000 - $84,000

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

Life at Ping:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

Here are just a few of the things that make Ping special:

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives
• Generous PTO & Holiday Schedule
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement
• Commuter Offset (Specific locations)

Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.

We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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