Senior Technical Support Engineer - Elite

pingidentity

United States

On-site

USD 80,000 - 100,000

Full time

4 days ago

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Benefits offered by this job

Generous PTO & Holidays

Parental Leave

Progressive Healthcare Options

Retirement Programs

Education Reimbursement

Commuter Offset

Job summary

Ping Identity, a leading cloud identity platform company, seeks a Support Engineer to serve premium customers and manage troubleshooting sessions. You will investigate issues, reproduce in lab environments, and ensure SLAs are met while guiding customers through technical steps.

The role requires strong SaaS knowledge, web troubleshooting, and experience with SSO protocols. You will join a global team with on-call rotations and a culture that values adaptability and collaboration.

Qualifications

Proficient understanding of how SaaS applications and supporting SaaS solutions operate.
Troubleshoot web-based applications (HTTP tracing & log analysis).
Experience with SSO protocols such as SAML, OAuth, OpenID, WS-Fed & JWT.

Responsibilities

Be the dedicated engineers for premium customers; set up troubleshooting sessions and communicate with customers by phone regularly.
Investigate and reproduce issues in a lab environment.
Manage customer expectations and ensure SLAs are met.
Communicate updates to customers via phone, email, and online meetings.
Contribute to the knowledge base and share knowledge with teammates.

Skills

SaaS basics

Web troubleshooting

SSO protocols

React/Angular/Vue

PKCE & biometrics

Directory Services

Networking basics

Linux/Windows servers

Communication skills

Tools

Docker

Kubernetes

Postman

cURL

Job description

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.

The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Ping Identity Support Team are specialists in their field, 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 engineers 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 follow up with the customer by phone, email, and internet meeting systems
Contribute to our knowledge base
Understand our business processes
Sharing knowledge, onboarding, and supporting other Engineers.

You Have:

Excellent understanding of how SaaS applications and supporting SaaS solutions operate
Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers
Single Sign On (SAML, OAuth, OpenID, WS-Fed & JWT)
Experience with React, Angular, or Vue is a plus
Understanding of PKCE (Proof Key for Code Exchange) and biometric integration
Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and
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

Containerized Infrastructure - Docker / Kubernetes
API Management inc. 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, Google

Salary Range: $80,000 - $100,000

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: