Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer supporting Ping Identity’s SaaS identity and access-management solutions. Troubleshooting web applications, authentication protocols, networking, and premium-customer SLAs.
Responsibilities:
- Serve as dedicated engineers for premium customers
- Set up troubleshooting sessions and regularly speak with customers by phone
- Investigate and reproduce issues in a lab environment
- Manage customer expectations and ensure SLAs are met
- Follow up with customers by phone, email, and internet meeting systems
- Contribute to the knowledge base
- Understand and follow business processes
- Share knowledge, onboard, and support other engineers
- Participate in rotating on-call coverage across the global team
- Support a global customer base on a varied schedule
Requirements:
- 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 application servers
- Knowledge of Single Sign On (SAML, OAuth, OpenID, WS-Fed & JWT)
- Understanding of PKCE (Proof Key for Code Exchange) and biometric integration
- Knowledge of Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates
- Knowledge of Internet Protocols (HTTPS/SSL/TLS)
- Networking knowledge 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
- Experience with React, Angular, or Vue is a plus
- Containerized Infrastructure: Docker / Kubernetes
- API Management including Postman / cURL
- Web-application servers such as 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
Benefits:
- Flexible, collaborative work environment
- Company culture that empowers you to do your best work
- Employee Resource Groups
- Regular company and team bonding events
- Competitive benefits and perks
- Global volunteering and community initiatives
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
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