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
• 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