As a Technical Support Engineer, you will help our customers troubleshoot PingFederate, PingAccess, PingDirectory, PingOne, PingID, and any supported integration kits. The Global Support Organization is the foremost interface between Ping and our valued customers and partners. Members of the Technical Support team are specialists in their field and 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. Team members work a varied schedule supporting our global customer base. 

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.

You will:

Reproducing customer problems internally, to enable the development and testing of a resolution Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers Conduct remote troubleshooting sessions with our customers to help resolve issues. 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 Understanding our business processes Be a mentor, sharing knowledge, on-boarding 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) Multi-Factor Authentication (PingID, SecurID, DUO ) Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and Kerberos 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