Senior Technical Support Engineer

Ping Identity•Denver, CO

4d•$80,000 - $100,000

About The Position

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.

Requirements

Bachelor's degree in information technology, engineering, or a related field.
Minimum of 6 years of overall experience with at least 3+ years of work experience in IAM.
Experience with modern authentication technologies like SAML, OAuth 2.0, OpenID Connect, WS-Fed etc.
Extensive experience with one or more Single Sign On, Access Management and MFA products.
Experience supporting LDAP and/or Database products (e.g., AD, Azure AD, OpenDJ, PingDirectory, Oracle DB, MySQL etc.).
Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS.
Experience working on Unix servers and Windows OS.
Experience in Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic).
Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc.
Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers.
Understanding of network concepts such as DNS, TCP/IP, Firewall, Load balancers, GTM, LTM, Radius Server, Proxy, Reverse Proxy etc.
Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members.

Nice To Haves

Containerized Infrastructure – Docker / Kubernetes
API Management inc. Postman / cURL
Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager
Cloud Services such as Azure, O365, AWS

Responsibilities

Dedicated engineers for premium customers, setting up troubleshooting sessions and speaking with customers via phone.
Investigate and reproduce issues in own lab environment for development and testing of resolutions.
Lead escalation calls to brief stakeholder management on support cases and assist in creating action plans.
Manage customer expectations and ensure SLAs are met.
Collect information and document bugs with Engineering for product/service issues impacting customers.
Communicate frequently and follow up with customers via phone, email, and internet meeting systems.
Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution and increased customer satisfaction.
Maintain technical proficiency through training and lab setups to resolve highly complex issues.
Contribute to knowledge resources, including creation, maintenance, and enhancements of knowledge articles.
Understand business processes.
Act as a mentor, sharing knowledge, onboarding, and supporting other Engineers.