Ping IdentityRemote
Senior Technical Support Engineer
United States of America
Full Time
3 weeks ago
$80,000 - $100,000 USD
H1B Sponsor Likely
Key skills
IdentityAccess Management (IAM)SAMLOAuth 2.0OpenID ConnectWS-FedSingle Sign On (SSO)Access ManagementMulti-Factor Authentication (MFA)LDAPDatabase supportActive Directory (AD)Azure ADOpenDJPingDirectoryOracle DatabaseMySQLPublic Key Infrastructure (PKI)X.509 certificatesSSL/TLSUnix serversWindows OSWeb application serversApacheIISNGINXTomcatWebSphereWebLogicREST APIsSCIMPostmanFiddlerWiresharkHTTP tracingNetwork conceptsDNSTCP/IPFirewallLoad balancersGTMLTMRadius ServerProxyReverse ProxyDockerKubernetesAPI ManagementcURLCA SiteMinderIBM IdentityAccess ManagerOracle Access ManagerCloud ServicesAzureOffice 365AWSIAMOracleOAuthStakeholder Management
About this role
Ping Identity is a company focused on secure and seamless digital experiences. They are seeking a Senior Technical Support Engineer to provide exceptional support for premium customers, troubleshoot various Ping products, and collaborate with global teams to ensure customer satisfaction.
Responsibilities:
- 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, 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
Requirements:
- 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
- Containerized Infrastructure – Docker / Kubernetes
- API Management inc. Postman / cURL
- Identity & Access Management or Federation experience with CA SiteMinder/IdentityMinder, IBM Identity and Access Manager, Oracle Access Manager
- Cloud Services such as Azure, O365, AWS