Senior Technical Support Engineer - job 2 of 2

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 Diversity, 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.

Ping Identity has an industry-leading suite of products centered around industry standards such as SAML, OAuth, OIDC, WS-Trust, FIDO, LDAP, etc. Our products include SSO, IDAAS, Directory, MFA, CIAM, and API Intelligence systems.

We are looking for a Senior Technical Support Engineer with excellent troubleshooting skills to join Global Support Organization at PingIdentity, providing outstanding support experience to our customers.

You will report to our Team Leads. Ping has developed a career ladder for support to ensure growth potential for all employees.

You Will:

• Serve as a SME for your product practice and our customers, develop advanced knowledge
• Deliver excellent customer experience and exceed customer expectations on high-quality solutions, response, and resolution times.
• Own and manage support cases and troubleshoot to complete resolution.
• Perform in-depth analysis to establish RCA for escalated/complex issues using troubleshooting best practices.
• Build and maintain lab environments to reproduce issues reported by customers.
• Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction.
• Contribute to knowledge resources, including creation, maintenance, and enhancements of knowledge articles/documentation/solution guides (internal/external) following the principles of KCS.

You Have:

• 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. Ex: AD, Azure AD, 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 DevOps deployments and cloud platforms like AWS or Azure.
• 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 understanding of Identity and Access Management concepts and use cases.
• Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries, and sharing knowledge with global team members.
• Advanced troubleshooting skills in a technical environment.
• Outstanding interpersonal skills and excellent communication - both verbal and written.
• Experience with Amazon Web Services
• Experience with Docker and container orchestration (Kubernetes)

Our Benefits:

• Open PTO
• Parental Leave
• Free Healthcare Option
• 401(k) Match
• Generous Holiday Schedule
• Commuter Offset (Denver only)
• Education Reimbursement

Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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 below. Final compensation for this role will be determined by various job related factors, such as knowledge, skills, and abilities.

California Salary Range: $70,000 - $105,000

Colorado Salary Range: $65,000 - $100,000

New York City Salary Range: 70,000 - $105,000

Washington Salary Range:$65,000 - $100,000

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