Senior Technical Support Engineer

Ping Identity•Los Angeles, CA

About The Position

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

Requirements

Technical proficiency with PingAM, PingDS, PingGateway, PingIDM
Linux-based and Windows server OS management
SAML/OAuth/OIDC
Lightweight Directory Access Protocol (LDAP) and Directory Services
Networking inc Load Balancers, Firewalls, IP, DNS
PKI, X.509 certificates
Internet Protocols (HTTPS/SSL/TLS etc)
You can troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers
Experience with APIs (knowledge of REST and SCIM)
Experience with scripting languages (JavaScript/TypeScript)
Experience with Xcode and Android Studio
Experience with iOS (Swift) and Android (Kotlin/Java)
Experience with devops deployments

Responsibilities

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 (public facing Q&A)
Contribute to our knowledge base
Participate in on-call rotation