Senior Technical Support Engineer II

At Ping Identity, we're changing the way people think about enterprise security technology. With our new Identity Defined Security platform, we're building a borderless world where people have total freedom to work wherever and however they want. Without friction. Without fear.

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.

We're headquartered in Denver, Colorado, and we have offices and employees around the globe. And we serve the largest, most demanding enterprises worldwide, including over half of the Fortune 100. Because even in the most complex enterprise environments, security shouldn't be a source of anxiety. It is one of your greatest competitive advantages.

Ping Identity has an industry-leading suite of software and services products which are centered around industry standards such as SAML, OAuth, OIDC, FIDO, LDAP etc. Our SSO, Directory, MFA, CIAM and API Intelligence systems can be found operating in the Cloud and in customer's private data centers.

You will be responsible for the second level of support for Ping Identity's global customers using any of our products including PingFederate, PingAccess, PingDirectory, PingOne, PingID and any supported integration kits. Our Senior Technical Support Engineering team researches functionality and usability related issues; work with our customers' IT personnel to understand the nature of the issue and communicate steps to resolve.

Engineers must maintain their support test environment to quickly replicate customer issues and have a desire for learning. Engineers consult with and escalate to our product development team when needed.

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

Responsibilities include:

• 5 years related experience providing technical support at an Enterprise level
• Passion for customer service
• Manage customer experience
• Contribute to our knowledge base

You Have:

• Experience with Web server and application server integration and troubleshooting
• Familiar with SaaS applications (Salesforce, Google, etc) and supporting SaaS solutions.
• Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers.
• Experience in Lightweight Directory Access Protocol and Directory Services
• Experience in Linux-based or Windows server OS management
• Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• Understanding of Single Sign On (SAML, OAuth, OpenID & WS-FED)
• Understanding of Multi Factor Authentication (PingID, SecurID, DUO etc)
• Network troubleshooting - TCP/IP, load balancers, firewalls, DNS
• Experience in supporting Identity Access Management solutions.
• Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic)
• Cloud Services such as Azure, O365, AWS

Our Benefits:

• Parental Leave
• Australia Health Insurance
• Paid Time Off/Leave Periods

Ping Identity is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Last updated on Mar 15, 2022