Ping Identity has an industry-leading suite of products centred around industry standards such as SAML, OAuth, OIDC, WS-Trust, FIDO, LDAP etc. Our products include SSO, IDAAS, Directory, MFA, CIAM and API Intelligence systems.

We are looking for a Sr.Technical Support Engineer with excellent troubleshooting skills to join Global Support Organization at PingIdentity, providing outstanding support experience to our customers. You will report to the Team Manager. Ping has developed a career ladder for support to ensure growth potential for all employees.

You Will:

Deliver excellent customer experience and exceed customer expectations on high-quality solutions, response and resolution times. Own and manage the support cases from Triage, and troubleshoot to complete resolution. Build and utilise lab environments/setups to reproduce issues reported by customers. Collaborate with colleagues across different regions using Intelligent Swarming methodology for faster resolution resulting in increased customer satisfaction. Contribute to knowledge resources, including creation, maintenance and enhancements of knowledge articles/documentation/solution guides (internal/external) following the principles of knowledge-centred service. Maintain technical expertise to resolve highly complex customer-reported issues by engaging in training and utilizing lab setups.

You Have:

7 years related experience providing technical support at an Enterprise level. Experience in Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS. Experience working on Unix servers and Windows OS. Experience with REST APIs, SCIM and debugging tools like PostMan, Fiddler, Wireshark etc. Troubleshooting 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 Understanding of Identity and Access Management concepts and use cases. Understanding of modern authentication technologies like SAML, OAuth 2.0, OpenID Connect, WS-Fed etc. Excellent team player, actively participating in a collaborative environment, assisting colleagues with complex queries and sharing knowledge with global team members. Advanced troubleshooting skills in a technical environment. Outstanding interpersonal skills and excellent communication - both verbal and written.