Job Description

As a Senior Technical Support Engineer at Ping Identity, you will assist customers in troubleshooting PingAM, PingDS, PingIDM, PingGateway, and related integration kits. You will be the dedicated engineer for premium customers, manage customer expectations, and contribute to the knowledge base. The role involves on-call rotation and requires excellent communication and technical skills.

Responsibilities

• Dedicated engineer for premium customers
• Set up troubleshooting sessions and speak with customers
• Investigate and reproduce issues in lab environment
• Manage customer expectations and ensure SLAs are met
• Communicate frequently with customers
• Contribute to knowledge base
• Understand business processes
• Share knowledge and support other engineers

Requirements

• Excellent understanding of SaaS applications
• Troubleshooting web-based applications
• Single Sign On (SAML, OAuth, OpenID & WS-FED)
• Multi-Factor Authentication (PingID, SecurID, DUO)
• Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and Kerberos
• Internet Protocols (HTTPS/SSL/TLS)
• Networking including Load Balancers, Firewalls, IP, and DNS
• Linux-based and Windows server OS management
• Excellent communication skills and organization
• Experience working in high-pressure environment

Benefits

• No benefits