Senior Technical Support Engineer - Elite
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
Salary Range: $80,000 - $100,000
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.