Senior Technical Support Engineer (Elite)

Tbwa Chiat/Day Inc; United States; Remote; USD 90,000 - 124,000; Full time

Job summary

Join a forward-thinking company as a Senior Technical Support Engineer, where you'll empower premium customers by providing exceptional support. This role involves troubleshooting and managing customer expectations while working with cutting-edge identity solutions. You'll thrive in a dynamic, collaborative environment that values individuality and innovation. With a strong emphasis on professional growth, you'll have the opportunity to develop your skills and advance your career. If you're passionate about technology and customer service, this is the perfect opportunity to make a significant impact in the world of digital identity and cybersecurity.

Benefits

Flexible work environment

Employee Resource Groups

Regular team bonding events

Competitive benefits

Global volunteering initiatives

Generous PTO & Holiday Schedule

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset

Qualifications

• Strong understanding of SaaS solutions and their operations.
• Experience with Identity & Access Management technologies.

Responsibilities

• Troubleshoot issues for premium customers and manage expectations.
• Investigate issues in a lab environment and contribute to knowledge base.

Skills

SaaS applications understanding

Single Sign-On (SAML, OAuth, OpenID)

Lightweight Directory Access Protocol

Internet Protocols (HTTPS/SSL/TLS)

Networking (Load Balancers, Firewalls)

Linux-based and Windows server management

Excellent communication skills

Experience in high-pressure environments

Tools

Postman

Apache

IIS

NGINX

Tomcat

WebSphere

WebLogic

Cloud Services (Azure, O365, AWS)

Job description

Senior Technical Support Engineer (Elite)

USA - Remote

About Ping Identity:

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 member of the Elite Support Team at Ping Identity, you will work with our premium customers. You will help our customers troubleshoot PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits.

The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Elite team are specialists in their field and responsible for providing an exceptional level of support. 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 succeed in the application, administration, and maintenance of their Ping solutions.

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

In this role, there is an element of on-call, on rotation across the global team to ensure that response and resolution Service Level Agreements are met.

Team members work a varied schedule supporting our global customer base.

Responsibilities Include:

• You will be the dedicated engineer for our premium customers. Setting up troubleshooting sessions and speaking with customers via phone will happen regularly.
• Investigate and reproduce issues in your own lab environment.
• Manage customer expectations and ensure SLAs are being met.
• Communicate frequently and follow up with the customer by phone, email, and internet meeting systems.
• Contribute to our knowledge base.
• Understand our business processes.
• Share knowledge, onboard, and support other Engineers.

You Have:

• Excellent understanding of how SaaS applications and supporting SaaS solutions operate.
• Single Sign-On (SAML, OAuth, OpenID & WS-FED).
• Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and Kerberos.
• Internet Protocols (HTTPS/SSL/TLS).
• Networking including Load Balancers, Firewalls, IP, and DNS.
• Linux-based and Windows server OS management.
• Excellent communication skills and organization.
• Experience working in high-pressure environments.
• Desired Technology Exposure and Knowledge.
• API Management including Postman / cURL.
• Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic).
• Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager.
• User Provisioning (SCIM).
• Cloud Services such as Azure, O365, AWS.

Salary Range: $90,000 - $124,000

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.