Senior Technical Support Engineer, Ping Identity

• 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. Ex: 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

Desirable

• 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
• You will be the dedicated engineers for our premium customers. Setting up troubleshooting sessions and speaking with customers via phone will happen regularly
• Investigate and reproduce issues in your own lab environment, to enable the development and testing of a resolution
• Lead escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible
• Manage customer expectations and ensure SLAs are being met
• Collect information and document bugs with Engineering for the product/service issues that are impacting customers
• Communicate frequently follow up with the customer by phone, email, and internet meeting systems
• Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction
• Maintain technical proficiency to enable you to resolve highly complex issues reported by customers, through training and lab setups
• Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles
• Understand our business processes
• Be a mentor, sharing knowledge, on-boarding and supporting other Engineers