Technical Support Specialist, IT-Apps

Rippling; Colorado; On-site; USD 63,583,000 - 67,310,000; Full time

Benefits offered by this job

Equity

Competitive benefits

Focus on in-office collaboration

Job summary

Rippling is seeking a Customer Support specialist focused on identity management. You will troubleshoot authentication across SSO providers, configure IdP integrations, and help customers with API-driven workflows.

The role emphasizes quick, clear communication and cross-functional collaboration to resolve complex identity issues. Ideal candidates have 1–4 years in technical support, strong knowledge of SSO concepts, and experience with identity providers like Okta and Azure AD.

Qualifications

• Bachelor’s degree required.
• 1–4 years of customer support in a technical domain.
• Familiarity with Okta, Azure AD, Google Workspace, OneLogin or similar identity providers.
• Understanding of SAML, OAuth/OIDC, SCIM, certificates, and lifecycle fundamentals.
• Ability to read API responses and troubleshoot authentication/ provisioning issues.
• Experience analyzing logs, assertions, token payloads, and audit trails.

Responsibilities

• Troubleshoot authentication and authorization issues across SSO providers (SAML, OAuth/OIDC, SCIM).
• Assist customers in configuring identity integrations with IdPs (Okta, Azure AD, Google Workspace, OneLogin).
• Troubleshoot and resolve API-driven workflows, token generation, and permissions scopes.
• Review logs and traces to identify misconfigurations or integration errors.
• Provide timely, de-escalation-focused support across phone, chat, email, and video channels.
• Collaborate with Product and Engineering to improve identity features and automation.

Skills

Identity providers

SSO concepts

APIs and authentication

Log analysis

Customer support

English communication

Education

Bachelor’s degree

Job description

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third‑party apps like Slack and Microsoft 365—all within 90 seconds. Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America’s best startup employers by Forbes. We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About The Team

The Customer Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer‑centric approach, offering support to businesses across various time zones and ensuring help is always available when needed. Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem‑solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform. At Rippling, we are actively seeking enthusiastic individuals to join our Customer Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast‑paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to apply and bring your unique talents to Rippling.

What you will do:

• This role will contribute across multiple domains. Specifically, our IT‑focused area of Identity Management.
• Troubleshoot and resolve authentication and authorization issues across SSO providers, including SAML, OAuth/OIDC, and SCIM provisioning flows.
• Support customers in configuring and maintaining identity integrations with popular IdPs (e.g., Okta, Azure AD, Google Workspace, OneLogin).
• Help customers understand and troubleshoot API‑driven workflows, including token generation, permission scopes, and integration errors.
• Review system logs, audit trails, and authentication traces to identify misconfigurations, failed assertions, or unexpected behavior.
• Responsible for supporting our Rippling customers and resolving issues related to our products.
• Take charge of customer issues from start to finish - while working in a dynamic and fast‑paced environment.
• Leverage phone, chat, email functionality, and video conferencing to help our customers optimize our products.
• De‑escalate and resolve issues by leveraging platform and industry expertise.
• Become a product expert - you’ll be a go‑to resource for both customers and coworkers.
• Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met.

Preferred Skills & Experience

• Familiarity with common identity providers (e.g., Okta, Azure AD, Google Workspace, OneLogin) and how they integrate with SaaS applications.
• Understanding of SSO concepts such as SAML, OAuth/OIDC, SCIM, certificates, and user/session lifecycle fundamentals.
• Working knowledge of how APIs function — including authentication, tokens, permissions/scopes, and reading basic API responses for troubleshooting.
• Ability to analyze authentication or provisioning issues by reviewing logs, assertions, token payloads, audit trails, or integration error messages.
• Comfortable navigating access policies, role‑based permissions, user provisioning workflows, and identity governance concepts.
• Strong problem‑solving mindset with curiosity to dig into integrations, debug complex workflows, and continuously build deeper identity expertise.

What You Will Need

• Bachelor’s degree
• 1‑4 years of customer support experience in a Technical Support domain and should have:
  • Familiarity with common identity providers (e.g., Okta, Azure AD, Google Workspace, OneLogin) and how they integrate with SaaS applications
  • Understanding of SSO concepts such as SAML, OAuth/OIDC, SCIM, certificates, and user/session lifecycle fundamentals
  • Working knowledge of how APIs function — including authentication, tokens, permissions/scopes, and reading basic API responses for troubleshooting
  • Ability to analyze authentication or provisioning issues by reviewing logs, assertions, token payloads, audit trails, or integration error messages
  • Comfortable navigating access policies, role‑based permissions, user provisioning workflows, and identity governance concepts
  • Strong problem‑solving mindset with curiosity to dig into integrations, debug complex workflows, and continuously build deeper identity expertise
• Time management skills and ability to prioritize
• Flexibility with changing job duties and responsibilities
• Organizational skills and experience improving processes
• Excellent communication skills, both written and verbal (in English) in a technical environment
• Currently reside in a Pacific or Mountain timezone state with the ability to work a shift between the hours of 9am to 6pm PST

Additional Information

• Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail].
• Rippling highly values having employees working in‑office to foster a collaborative work environment and company culture. For office‑based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee’s role.
• This role will receive a competitive salary + benefits + equity. The salary for US‑based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
• Tier 2: $23.49 per hour
• Tier 3: $22.19 per hour