Support Engineer

The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Ping Identity Support Team are specialists in their field, 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.

Team members work a varied schedule supporting our global customer base.

Responsibilities Include:

• 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.
• Manage customer expectations and ensure SLAs are being met
• Communicate frequently follow up with the customer by phone, email, and internet meeting systems
• Contribute to our knowledge base
• Understand our business processes
• Sharing knowledge, onboarding, and supporting other Engineers.

You Have:

• Excellent understanding of how SaaS applications and supporting SaaS solutions operate
• Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers
• Single Sign On (SAML, OAuth, OpenID, WS-Fed & JWT)
• Experience with React, Angular, or Vue is a plus
• Understanding of PKCE (Proof Key for Code Exchange) and biometric integration
• Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and
• 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 environments

Desired Technology Exposure and Knowledge

• Containerized Infrastructure – Docker / Kubernetes
• API Management inc. Postman / cURL
• Web-application servers (i.e. Apache, IIS, NGINX, Tomcat, WebSphere, and WebLogic)
• Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager
• User Provisioning (SCIM)
• Cloud Services such as Azure, O365, AWS, Google