Technical Support Specialist, IT-Apps

Rippling; Wyoming (OH); Hybrid; USD 30,000 - 33,000; Full time

Job summary

Rippling's Customer Support team focuses on helping customers navigate our identity management features within the platform. This role covers IT-focused identity management, troubleshooting SSO, and assisting customers with configuring IdP integrations (Okta, Azure AD, Google Workspace, OneLogin).

The ideal candidate has 1–4 years in technical customer support, strong knowledge of SSO concepts, API troubleshooting, and the ability to read logs and audit trails.

Qualifications

• Bachelor's degree required.
• 1–4 years in technical customer support.
• Familiar with identity providers and SaaS integrations.
• Understanding of SSO: SAML, OAuth/OIDC, SCIM.
• Strong API troubleshooting and log analysis skills.
• English communication skills in a technical environment.
• Based in Pacific or Mountain timezone with PST shift.

Responsibilities

• Support IT-focused identity management and authentication issues.
• Troubleshoot SSO across SAML, OAuth/OIDC, SCIM.
• Assist with configuring identities with IdPs (Okta, Azure AD, Google Workspace, OneLogin).
• Analyze API workflows, tokens, permissions, and integration errors.
• Review logs and audit trails to identify misconfigurations.
• Provide customer support across phone, chat, email, and video.

Skills

SSO concepts

Identity providers

API troubleshooting

Log analysis

Access governance

Problem solving

Education

Bachelor's degree

Job description

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.

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. #LI-Remote

Tier 2: $23.49 per hour

Tier 3: $22.19 per hour